Quality Assurance Analyst

Role Overview: As an Audit Quality Specialist at ESP Global Services, your primary responsibility will be to conduct Quality Management Audits across ESPs Global Service Desks on a monthly basis. Your role will involve identifying quality concerns, training issues, and ensuring high standards of customer service are maintained throughout the ticket lifecycle. Key Responsibilities: - Complete the ESP Quality Management Audit process for each member of the Global Service Desks monthly by sampling and scoring a minimum of 10 ticket examples against 20 predefined quality criteria. - 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 each month. - Record audit scores for each Analyst within the GSD Quality Management Tracker. - Conduct regular meetings with Global Service Desk Management to provide feedback on quality trends and recommend actions for improvement. - Identify and highlight persistent quality concerns to the Head of Global Service Desks and/or Global Service Desk Team Leader(s). - Complete ad-hoc quality reports and analysis as requested by Global Service Desk Management. Qualifications Required: - At least 18 months of Managed Service Desk experience to perform fully and effectively in the job. - Knowledge of ITSM ticket management systems, preferably ServiceNow. - Excellent knowledge of Microsoft Office products. - Excellent interpersonal skills with the ability to communicate internally and externally at all levels. - Strong written and verbal communication skills. About the Company: ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992. They offer day-to-day support via on-site engineers, responsive visiting engineers, and multi-lingual service desk coordination managing over 1,000 tickets a day for more than 200 customers. ESP Global Services is fully ITIL-aligned and ISO-accredited, with a commitment to quality, ethics, compliance, and security. They prioritize excellence and aim to exceed expectations while delighting customers every time. If you are motivated to develop your career in the Service Desk industry, passionate about delivering service excellence, and enjoy working in diverse end user environments, ESP Global Services provides personal and professional development opportunities within a supportive learning and development culture. They offer competitive salaries, benefits including holiday leave, medical insurance, and Perk box discounts, and celebrate diversity, inclusion, and belonging in the workplace.,