Job description
The Quality Assurance Lead oversees the quality assurance initiatives for Service Desk operations, focusing on compliance monitoring and the auditing of customer interactions. This role entails conducting root-cause analyses, generating performance reports, and spearheading coaching efforts aimed at fostering continuous improvement. Applicants should possess a bachelor’s degree or comparable experience, along with a minimum of five years in quality assurance or service desk management. Strong analytical abilities and proficiency in Windows and Microsoft Office are essential, and certifications in ITIL and HDI will be regarded favorably.
