The Quality Lead is responsible for ensuring consistent delivery of high-quality support services to end users through rigorous monitoring and evaluation
Job Summary
The Quality Lead is responsible for ensuring consistent delivery of high-quality support services to end users through rigorous monitoring and evaluation.
This role involves developing quality standards, conducting audits, and providing coaching to enhance the technical and customer service skills of the team.
The position requires analyzing performance data to drive process improvements and collaborating with stakeholders to optimize workflows and enhance user satisfaction.
Matching Summary
The Quality Lead is responsible for ensuring consistent delivery of high-quality support services to end users through rigorous monitoring and evaluation.
Skills & Requirements
Must-have
3+ years service desk experience
ITIL framework knowledge
Quality monitoring and auditing
Service desk CRM tools proficiency
Performance data analysis skills
Nice-to-have
Coaching and mentoring abilities
Process improvement mindset
Customer-focused approach
Adaptability in fast-paced environment
Key Requirements
Bachelor's degree in IT or Business Administration