Service Desk QA Lead

hace 6 días

Guadalajara, México EPAM Systems A tiempo completo

We are seeking a dedicated and detail-oriented **Service Desk QA Lead** to join our team.

In this role, you will be pivotal in ensuring top-tier customer service by supervising and enhancing the quality of interactions between our support staff and clients. Your efforts will be crucial in upholding high levels of customer satisfaction and driving continuous improvement across our service delivery operations.

RESPONSIBILITIES
- Develop, implement, and manage quality assurance processes and guidelines for the Service Desk team
- Regularly monitor and evaluate customer interactions to ensure adherence to quality standards and best practices
- Conduct thorough audits of support tickets, identify areas of improvement and provide actionable feedback to team members
- Collaborate with team leaders to develop and facilitate training programs that improve technical skills and customer service interactions
- Analyze customer feedback and trends to pinpoint recurring issues and recommend process enhancements
- Stay current with industry best practices, tools, and technologies related to service delivery and customer support
- Prepare and present reports on quality metrics, highlighting accomplishments and identifying improvement areas
- Serve as the initial contact for escalated customer concerns regarding service quality, ensuring swift resolutions
- Engage in cross-functional meetings to discuss quality-related initiatives and offer insights for overall service enhancements

**REQUIREMENTS**:

- 5+ years of experience in a service desk or customer support role with a strong understanding of service delivery processes
- Experience in quality assurance or auditing is preferred
- Outstanding analytical skills and keen attention to detail
- Proficient communication and interpersonal abilities
- Proficiency in using quality assurance tools and methodologies
- Ability to lead, motivate, and coach a team toward achieving quality objectives
- Familiarity with ITIL framework and service management concepts
- Certifications such as ITIL, HDI, or Six Sigma are advantageous

NICE TO HAVE
- Advanced certifications in quality assurance or service management
- Experience implementing large-scale process improvements within a Service Desk environment

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