In A Nutshell
As a Service Desk Quality Assurance Manager, your goal is to maintain a high and consistent level of support quality across the Service Desk Team. It is your responsibility that customers receive excellent treatment by ways of fostering a standardised customer service path.
Responsibilities
- Direct line management of QA staff and further refine internal standards for support quality assurance.
- Review all support analysts’ interactions across internal ITSM tool.
- Evaluate support engagements against predetermined quality benchmarks.
- Provide Team Managers with constructive feedback and guidance during regular meetings ensuring actions are followed up and addressed with analysts where applicable.
- Analyse customer service metrics (CSAT) and their correlation with support team performance.
- Devise strategies to enhance support KPIs.
- Assist in enhancing analyst performance through targeted guidance and ongoing support.
- Identify training and onboarding needs and spearhead relevant initiatives.
- Monitor customer service performance at both individual analyst and team levels.
- Generate comprehensive reports reflecting support performance.
- Communicate support team performance findings to Head of Service Desk.
- Participate in calibration sessions to ensure consistency in internal evaluations.
- Foster a positive team culture.
- Conduct monthly/quarterly/annual direct reports 1:2:1’s and performance reviews.
- Set clear, concise team objectives to support overall function.
Key Skills
- Prior experience in customer service roles.
- Demonstrated proficiency in analytical abilities.
- Practical experience in quality assurance procedures.
- Strong interpersonal skills, including adeptness in delivering constructive feedback.
- Strong Excel / PowerPoint skills.
- Effective organisational skills and familiarity with goal-setting methodologies.
- Evidence of skill in data visualisation and understanding of support metrics/objectives.
- Understanding of overall both customer and department metrics and their relationship with support operations.
- Problem-solving acumen to devise impactful strategies for enhancing support quality.
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