Quality Lead - Service Desk

Job Summary:

The Quality Lead for the Service Desk is responsible for ensuring consistent delivery of high-quality support services to end users. This role involves monitoring and evaluating service desk performance, implementing quality assurance processes, identifying training needs, and driving continuous improvement initiatives. The Quality Lead serves as a liaison between team members, leadership, and other departments to align service standards with organizational goals.

Key Responsibilities:

Quality Assurance & Monitoring:

• Develop and implement quality standards, metrics, and processes for service desk operations.
• Monitor and evaluate service desk interactions (calls, chats) to ensure compliance with quality benchmarks.
• Conduct regular audits and feedback sessions to identify areas of improvement.

Team Development:

• Provide coaching and training to service desk team members to enhance technical and customer service skills.
• Identify skill gaps and recommend targeted training programs or resources.
• Support new hire onboarding with quality expectations and best practices.

Performance Analysis:

• Analyse performance data to identify trends and make data-driven recommendations for process improvements.
• Create and present detailed quality reports to management, highlighting successes and areas for development.

Process Improvement:

• Collaborate with the service desk manager and other stakeholders to optimize workflows and enhance service delivery.
• Lead quality improvement initiatives to streamline processes and improve customer satisfaction.

Compliance & Documentation:

• Ensure adherence to company policies, procedures, and industry standards (e.g., ITIL best practices).
• Maintain accurate records of quality reviews, audits, and improvement plans.

Customer Experience:

• Advocate for the end-user by ensuring timely, accurate, and empathetic resolutions to issues.
• Drive initiatives to improve first-contact resolution rates and overall user satisfaction scores.

Key Qualifications:

• Education:
  Bachelor’s degree in Information Technology, Business Administration, or related field preferred. Equivalent work experience may be considered.
• Experience:
  • 3+ years of experience in a service desk or technical support environment.
  • Proven track record in quality assurance or leadership roles within IT service management.
• Skills:
  • Strong understanding of ITIL frameworks and service desk operations.
  • Exceptional analytical and problem-solving abilities.
  • Good communication, coaching, and mentoring skills.
  • Proficiency in service desk CRM tools and quality monitoring tools.
• Certifications:
  ITIL Foundation

Key Competencies:

• Leadership and team-building abilities.
• Detail-oriented with a focus on process improvement.
• Customer-focused mindset with a passion for delivering high-quality service.
• Adaptability to a fast-paced and evolving work environment.

Note- May require to work on Saturdays to fulfill customer requirement