Quality Analyst
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Job Location:
Yearly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Description
Position at Zones LLC.
Company Overview:
When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings theres only one: Zones First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC on Twitter @Zones and LinkedIn and Facebook.
Position Overview
The IT Quality Analyst will support IT Service Desk operations by ensuring high-quality support through training monitoring audits and performance improvement. This role focuses on driving process excellence coaching teams and maintaining service quality across a global enterprise support environment.
What Youll Do as the Quality Analyst
- Support IT service desk operations and ensure quality of help desk support services.
- Conduct monitoring and review of help desk activities including calls tickets and chat.
- Perform periodic assessments of technician skills and knowledge.
- Provide coaching remediation and corrective action training on technical subjects and service desk processes.
- Track and analyze performance over time and recommend process improvements.
- Conduct regular audits on ticket handling procedures and service desk communications (email and voice).
- Gather and validate work performance data.
- Compile analyze and present statistical data and quality reports.
- Draft quality assurance policies and procedures.
- Recommend implement and monitor preventative and corrective actions to meet quality standards.
- Ensure that client expectations are met during the audit process.
- Proactively manage risk and maintain proper documentation.
- Update project-related documents and maintain accurate version control.
- Create reports minutes of meetings and action plans.
- Adapt quickly to changing priorities and business conditions.
What You Will Bring to the Team
- Excellent written and verbal communication skills with strong presentation abilities.
- Proven stakeholder management and communication skills.
- Ability to work with data analyze it and draw meaningful inferences.
- Strong organizational analytical and prioritization skills.
- Ability to lead from the front with minimal guidance.
- Ability to articulate clearly while reporting and documenting.
Zones offers a comprehensive Benefits package.
While we are committed to providing top-tier solutions were just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value they bring into our business. Our team members enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life flexible leave policy to balance their work life.
At Zones work is more than a job its an exciting career immersed in an inventive collaborative culture. If youre interested in working on the cutting edge of IT innovation sales engineering operations administration and more Zones is the place for you!
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race color religion sex sexual orientation gender identity national origin disability protected veteran status age genetic information or pregnancy.
Required Experience:
IC
About Company
Business, education, healthcare, and more – discover how Zones champions people with a future-focused approach to solving even the most complex IT problems.
