Service Desk Quality Assurance Manager
4 days ago
Service Desk Quality Assurance Manager - Salary: £50k - Once a month in the office
About the Role
We are seeking an experienced Service Desk Quality Assurance Manager to join a fast-paced and dynamic service desk team. In this role, you will play a pivotal part in improving ticket quality, enhancing customer satisfaction (CSAT) scores, and driving operational excellence within the team.
Key Responsibilities:
Quality Assurance :
- Conduct thorough quality assessments of service desk tickets, ensuring they meet high standards and identifying areas for improvement.
Manage Team Performance :
- Lead a team of 2–3 direct reports, providing regular feedback and coaching to drive performance improvements.
CSAT & Customer Engagement :
- Use CSAT scores as a key metric to evaluate service quality and guide improvements, ensuring a high level of customer satisfaction.
Ticket Review :
- Perform 3 ticket checks per person per week, identifying errors, addressing gaps in ticket management, and recommending targeted training.
Process Improvement :
- Develop, implement, and standardize processes to enhance the service desk's operational efficiency and consistency.
AI Integration :
- Explore and implement AI-driven tools to improve ticket handling, performance tracking, and team efficiency.
Benchmarking :
- Define and establish benchmarks for what "good" looks like in service desk operations, ensuring consistent performance across the team.
Collaboration :
- Work closely with Service Managers to identify service improvement opportunities and develop strategies to address them.
Skills & Experience
- Proven experience in a Service Desk Quality Assurance , Quality Assessor , or Quality Assurance Manager role.
- Strong leadership and team management skills, with the ability to mentor and coach a team to deliver high-quality results.
- Experience with CSAT improvement initiatives and tracking key performance metrics.
- Deep understanding of service desk operations and best practices for ticket management.
- Experience implementing AI tools to enhance operational functions, or familiarity with AI integration processes.
- Ability to benchmark service desk performance and define improvement goals.
- Exceptional communication skills, with the ability to collaborate effectively with cross-functional teams and senior stakeholders.
- Strong problem-solving abilities, particularly in high-pressure, fast-paced environments.
Please apply or email your CV to Del@ynh.group to find out more.
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