Quality Assessor Analyst

Location: Cape Town
Job Level: Mid-level
Type: Permanent

New opportunity for a Quality Assessor Analyst to join a leading IT Services Company.

Focus on Quality and Training

  • Plays a key role in the proactive evaluation and measurement of Service Desk analyst’s quality of logging and incident progression.
  • The role will take an influential lead in managing quality for all analysts as well as contributing towards the development of service desk training & quality plan/standards, based on ITIL concepts.

Continual Service Improvement

  • The individual will actively work with the Service Desk Team Leaders assisting in the continual ongoing review and improvements for Quality on the Service Desk.
  • Feed into Performance Improvement, from a quality perspective.

Process

  • Have involvement and influence to changes in process where necessary, highlighting areas of improvement.

Main Responsibilities:

  • Continually re-evaluate Service Desk Quality processes according to ITIL best practices in line with the rest of the GSD strategy.  Make relevant recommendations based on the outcome.
  • Track progress for all analysts
  • Develop proactive ongoing improvement initiatives in line with the quality delivered from the Service Desk
  • Regular feedback sessions (1:1’s) with analysts to review evaluations, progress and scoring.
  • To act in a consultation capacity to Service Desk Team Leads related to overall quality.
  • Facilitate and chair Quality meetings with the Team leads and Tech leads.
  • Investigate and feedback on escalations received into the Service desk for analysts on quality issues and errors.

Quality/Productivity/Performance

  • Evaluate analysts in the Verint quality management tool according to the standard process.
  • Quality metric checks are carried out in accordance with the Quality roles.
  • Develop and maintain formal procedures for quality, consistency and increased productivity.
  • Measuring quality as per defined processes and reporting to various role players, the results of such initiative.
  • Ensure continual feedback is given to the Service Desk, aligned to quality targets and KPI’s.
  • Develop and maintain quality training material for other quality analysts.
  • Develop and maintain formal Service desk quality management training pack
  • Facilitate new starter training for the quality management session only.

Reporting

  • Provide reporting on a weekly and monthly basis to Operational management in accordance with the Quality roles and responsibilities.

Continual Improvement

  • To work closely with Service Desk Team Leaders to assist in ongoing review and improvements within performance parameters, for quality on the Service Desk.

Ad Hoc

  • To review and present, as required, periodic performance reports related to the Service Desk and resources.

Skills and Personal Qualities

  • Experienced within the ITIL Service Desk
  • Positive and adaptable attitude, pleasant and friendly.
  • Strong organizational and communication skills.
  • Good personal presentation.
  • Ability to communicate effectively at all levels, both written and verbal.
  • Ability to perform well under pressure.
  • Works accurately and with eye for detail.
  • Handles in the best interest of both customer and company.
  • Ability to facilitate multi-departmental functions, to achieve necessary success.
  • Ability to compile and analyse data.
  • Willingness to be a member of a dedicated team showing eagerness to drive forward.
  • Demonstrate knowledge and proficiency in working within a Service Desk Environment.
  • Solid understanding of Customer Services principles
  • Experience of SLAs/OLAs and the interpretation thereof
  • Experience and well versed with Quality standards on the Service Desk.

Education 

  • Grade 12
  • ITIL Foundation V3
  • 18 months experience in the IT Incident management/Service Desk/Call Center industry

Ideal:

  • Previous experience in a similar environment
  • Proven track record of successes with process and quality

Deadline for applications is 30/01/2018

For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za