"Key Responsibilities
Quality Monitoring & Evaluation
• Monitor and evaluate L1 Helpdesk calls, chats, and ticket responses for accuracy, professionalism, and compliance with processes.
• Review incident and service request tickets for correct categorization, documentation quality, troubleshooting accuracy, and SLA adherence.
• Score interactions based on defined QA parameters and share weekly/monthly quality reports.
• Identify error trends and recurring issues in support processes.
Feedback & Coaching
• Provide detailed, constructive feedback to agents on ticket quality and customer interactions.
• Conduct calibration sessions with Team Leads and Managers to ensure consistency in quality evaluation.
• Assist in coaching team members to improve technical skills, communication, and service etiquette.
Process & Compliance
• Ensure L1 agents follow ITIL-based processes such as Incident and Request Management.
• Validate compliance with SOPs, service desk workflows, and organizational policies.
• Recommend updates to SOPs and knowledge base articles as process gaps are identified.
Continuous Improvement
• Analyze quality data to identify opportunities for training and service improvements.
• Work with Team Leads and management to design improvement plans for agents with recurring errors.
• Assist in improving customer satisfaction through quality checks, root-cause analysis, and corrective measures.
Reporting
• Prepare and present quality dashboards and performance insights.
• Track agent-wise and team-wise quality trends and highlight risk areas.
• Participate in periodic audits and quality assurance reviews.
________________________________________
Skills & Qualifications
Required
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 1–3 years of experience in L1 Helpdesk/Service Desk; prior QA experience preferred.
• Strong understanding of ticketing tools (ServiceNow, JIRA, etc.).
• Knowledge of ITIL processes, incident management, and service desk operations.
• Excellent analytical skills and attention to detail.
• Strong communication and feedback-delivery skills.
Preferred
• ITIL v3/v4 Foundation certification.
• Experience in QA frameworks or service desk quality programs.
• Exposure to remote support tools and basic troubleshooting processes.
________________________________________
Key Attributes
• Detail-oriented and process-driven
• Strong customer-service mindset
• Objective, fair, and consistent in evaluations
• Excellent interpersonal and coaching skills
• Ability to work under pressure with tight deadlines
Work Timings:
General business: Mon – Fri, 7 am – 7 pm CST
FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST
.... About the Facility Location The facility is located in Bryan, TX. About the Clinician's Workday There will be STEMI call with interventions, cath lab procedures, and stress tests. Additional Job Details Case Load/PPD: TBD Support Staff: APP x 4, Cath Lab Patient Population...
...Sub: USA based security startup company, Sennovate, is looking for a rock star Full stack Lead Developer/ Hands-on manager.. Are you open for an amazing opportunity with Sennovate, a USA based security startup? If you are a full stack developer...
...SalesForce team and has asked The Maven Group to help find some great people. They are looking for a talented Salesforce Analytics/Tableau Developer that will located to the DC metro area and interested in working most of time remotely with a couple of days onsite at their...
...is seeking a skilled QA Engineer II to join our Quality Assurance & Testing team. In this role, you will ensure the quality and safety of our pharmaceutical products by meticulously conducting software and system testing. Embrace the opportunity to work in a collaborative...
...Job Description Genie Healthcare is seeking a travel Radiology Technologist for a travel job in Douglas, Georgia. Job Description & Requirements ~ Specialty: Radiology Technologist ~ Discipline: Allied Health Professional ~ Start Date: 01/12/2026~ Duration...