Quality Assurance Specialist

at  Unisys

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

A great role for someone to grow & bring their existing experience in the Quality Assurance function, and work with a newly established Service Delivery Team, as they work with our client.

• Consistently monitoring on Service Desk Analyst interactions with End Users as well as the related tickets.
• Ensuring that our designated Service Desk Analysts in the team are coached in a timely and effect manner.
• Leverage your Coaching abilities to consistently improve Service Desk Analyst performance.
• Providing input for Knowledge article updates and recommending process improvements.
• Preparing reports and quality indicators, communicating Quality results to our Service Desk Leadership members, and implementing continuous improvement action plans for enhancing End User Experience.
• Collaborating with your Knowledge, Training, Quality and Operations to innovate and drive results.
• Preparing and driving Quality Assurance Weekly, Monthly business presentations, for various stakeholders.
• Actively participate in quality initiatives and Team objectives to achieve high-quality execution of the Quality Process on an ongoing basis.
• Conduct sessions with Service Desk Analysts and staff members to calibrate on topics such as call guidelines and discuss on Quality Metrics.
• When required participate in Client interaction and activities.
• Displaying your Service Delivery technical troubleshooting experience.
• Generate relationships and be perceived as a subject matter expert by the Service Desk team at manager and individual contributor levels.