Quality Assurance Analyst

As an Audit Quality Manager at ESP Global Services, your primary responsibility will be to perform the Quality Management Audit process for ESP's Global Service Desks on a monthly basis. By conducting audits and identifying quality concerns and training issues, you will ensure that high standards of customer service are maintained, tickets are accurately scoped and logged, and appropriate processes are followed throughout the ticket lifecycle. On a monthly basis, you will complete the Quality Management Audit process by sampling and scoring a minimum of 10 ticket examples against 20 predefined quality criteria for each member of the Global Service Desks. You will provide commentary and feedback on any identified quality gaps, document each audit in the QMS Audit Template, and upload them to the GSD Management SharePoint. Additionally, you will record audit scores for each Analyst within the GSD Quality Management Tracker. Your role will also involve conducting regular meetings with Global Service Desk Management to provide feedback on quality trends and recommend actions to improve quality. You will identify and highlight persistent quality concerns to the Head of Global Service Desks and/or Global Service Desk Team Leaders. Furthermore, you will be responsible for completing ad-hoc quality reports and analysis as requested by Global Service Desk Management. To excel in this role, you should have at least 18 months of Managed Service Desk experience, knowledge of ITSM ticket management systems (preferably ServiceNow), and excellent proficiency in Microsoft Office products. Strong interpersonal skills, the ability to communicate internally and externally at all levels, as well as strong written and verbal communication skills are essential for this position. If you are motivated to develop your career in the Service Desk domain and are passionate about delivering service excellence in diverse end user environments, we encourage you to connect with us and explore this opportunity. At ESP Global Services, we offer a dynamic work environment that prioritizes personal and professional development. You will have access to unlimited professional and personal training opportunities to support your career growth. We are committed to fostering diversity, inclusion, and belonging in our workplace, where individual uniqueness is celebrated and valued. In addition to a competitive salary, we provide a range of benefits including holiday leave, medical insurance, and perk box discounts. As a global IT support solutions provider with a strong focus on customer-centric service delivery, ESP Global Services is dedicated to exceeding customer expectations and upholding the highest standards of ethics, compliance, and security. If you are looking to join a team that values excellence, customer service, and continuous improvement, we welcome you to apply and be part of our global community at ESP Global Services.,