IT Quality Assurance Specialist

Job Title: IT Quality Assurance Specialist

Department: Quality Assurance (QA)

Reports To: IT QA Lead

Job Summary

The IT Quality Assurance Specialist plays a critical role in ensuring exceptional service delivery by implementing robust QA processes and comprehensive training programs. This position is responsible for auditing calls and tickets, maintaining QA documentation, and presenting audit findings to stakeholders. The specialist also helps design, deliver, and evaluate training programs to enhance the skills and knowledge of IT Service Desk agents, fostering continuous improvement and consistent performance.

Key Responsibilities

1. Call and Ticket Audits

• Perform daily reviews of calls and tickets to ensure compliance with established standards and best practices.
• Identify performance gaps and provide constructive feedback to agents.
• Follow up on negative calls, tickets and surveys to better understand the client experience and assist in correcting negative interactions with service delivery teams.

1. Documentation Maintenance

• Regularly update and manage QA documentation, ensuring accuracy and accessibility.
• Maintain comprehensive training materials and procedural guides.

1. Performance Evaluation and Coaching

• Conduct detailed assessments of agent interactions, offering actionable feedback.
• Facilitate one-on-one coaching sessions to address individual performance improvement needs.

1. Audit Reporting

• Prepare and present audit findings in bi-monthly QA meetings.
• Share key insights, trends, and recommendations to inform leadership decisions.

1. Training Program Development

• Design and develop engaging training materials, including manuals, presentations, and e-learning content.
• Create both in-person and virtual training programs tailored to varying learning styles.

1. Onboarding and Initial Training

• Lead onboarding sessions for new agents, ensuring thorough coverage of company policies and procedures.
• Equip new hires with the foundational skills needed for success.

1. Ongoing Training and Skills Development

• Deliver refresher courses and upskill sessions for existing team members.
• Develop specialized training programs to address advanced or emerging topics.

1. Performance and Knowledge Assessments

• Administer knowledge assessments and practical evaluations to measure agent proficiency.
• Analyze performance data to identify strengths and areas for growth.

1. Collaborative Training Enhancement

• Partner with QA leadership and team members to incorporate feedback into training programs.
• Update training materials to reflect performance trends, industry advancements, and new technologies.

Key Skills

• Strong analytical, organizational, and communication skills.
• Proficiency with ITSM tools (e.g., Freshservice, ServiceNow) and familiarity with ITIL practices.
• Ability to adapt training delivery to accommodate diverse learning styles and technical expertise.

Key Competencies

• Attention to Detail: Precision in identifying critical insights from calls and tickets.
• Analytical Thinking: Capability to interpret performance data and derive actionable strategies.
• Customer-Centric Focus: Dedication to achieving and maintaining high levels of customer satisfaction.
• Adaptability: Flexibility to manage shifting priorities while maintaining consistent quality.
• Communication Skills: Proficiency in delivering clear, concise information and building strong rapport with trainees.
• Patience and Empathy: Skill in working effectively with agents of varying skill levels, fostering a supportive learning environment.

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