Job Summary A Quality Analyst I is a critical role in ensuring the delivery of exceptional IT support services to end users. This position involves assessing, monitoring, and enhancing the quality of interactions and the manner the engagement operates. The Quality Analyst collaborates closely with teams to maintain high standards of customer service, efficiency, and technical accuracy. Responsibilities and Duties A Quality Analyst I is expected to: Performs call monitoring for both recorded and real time transactions. Participates in design of call monitoring formats and quality standards. Help develop, create, and implement quality processes and procedures. Coordinates and facilitates call calibration sessions internally and with clients. Provides actionable data to various internal support groups as needed. Manages disputes. Help in reviewing escalations and performing root cause analysis. Monitor and track quality scores and metrics. Organize and facilitate training sessions to keep the team updated on the latest technologies, tools, and best practices in IT support. Serve as SME and support for junior analysts. Provide coaching and mentoring to team members. Make recommendation for enhancements to training materials and knowledge base as necessary. Perform relevant additional tasks that is assigned by the Leadership Team Qualification Requirements Bachelor's degree in information technology, Computer Science, or related field or equivalent work experience. The candidate must have a minimum of 2 years of 24/7 Service Desk experience or 1 year in a quality assurance role. Good understanding of IT service management principles and practices. Proficiency in using service desk tools, ticketing systems, and quality assurance software. Strong analytical and problem-solving skills with the ability to interpret data and trends effectively. Strong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholders. Ability to prioritize tasks, manage time efficiently, and work under pressure in a fast-paced environment. Proven ability to work well in a team. Exhibits an understanding of excellent quality of work. A self-motivated individual contributor. Willing to work different shifts, weekends, and holidays as required. Show more Show less