Job Summary

The Quality Coordinator partners with the Quality Manager, Service Desk leadership and Service Line Leads. This individual is responsible for performing activities in furtherance of ensuring service quality meets the established standards of quality including reliability, usability and performance including: • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Service Desk. • Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Service Desk leadership, Service Desk operations, analysts and the Service Quality teams.

Key Responsibilities

 Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Service Desk leadership, Service Desk operations, analysts and the Service Quality teams. • Performs mock calls with new hires post-training to determine readiness for moving into support.

Skill Requirements

Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Service Desk teams and sites.

Other Requirements

 ovement opportunities with all Service Desk teams and sites. • Uses Service Desk tools to gather data and analyze trends or patterns affecting quality.