DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area.

Requirements

Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
Ability to review tickets, recorded calls, and coach.
Preferred experience with ServiceNow and Genesys.
Identify trends and create clear actionable plans to effectively improve quality of service.
Oversee Quality Assurance activities and track performance against customer requirements.
Provide oversight for health of tickets and hold agents accountable.
Review tickets and performance metrics to implement corrective action as necessary.
Manage operational reports and make Service Desk quality improvement recommendations.
Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers.
Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development.
Continually improve the quality and cost effectiveness of IT services.
Address IT service performance that is not meeting expectations.
Incident, Call Interaction, E-mail/Chat, and KPI monitoring.
Develop and manage a structured training plan for all service desk staff.
Maintain constant flow of communication to all sites, management, and customers.
Ability to work in a distributed and cross functional team environment.

Benefits

DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area.

Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
Ability to review tickets, recorded calls, and coach.
Preferred experience with ServiceNow and Genesys.
Identify trends and create clear actionable plans to effectively improve quality of service.
Oversee Quality Assurance activities and track performance against customer requirements.
Provide oversight for health of tickets and hold agents accountable.
Review tickets and performance metrics to implement corrective action as necessary.
Manage operational reports and make Service Desk quality improvement recommendations.
Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers.
Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development.
Continually improve the quality and cost effectiveness of IT services.
Address IT service performance that is not meeting expectations.
Incident, Call Interaction, E-mail/Chat, and KPI monitoring.
Develop and manage a structured training plan for all service desk staff.
Maintain constant flow of communication to all sites, management, and customers.
Ability to work in a distributed and cross functional team environment.