Quality And Escalation Management

HP Inc

Multiple Locations
Quality assurance processes
Service desk operations
Itil frameworks
The Quality Lead for the Service Desk is responsible for ensuring consistent delivery of high-quality support services to end users

Job Summary

  • The Quality Lead for the Service Desk is responsible for ensuring consistent delivery of high-quality support services to end users.
  • This role involves monitoring and evaluating service desk performance, implementing quality assurance processes, identifying training needs, and driving continuous improvement initiatives.
  • Advocate for the end-user by ensuring timely, accurate, and empathetic resolutions to issues and driving initiatives to improve first-contact resolution rates and overall user satisfaction scores.

Matching Summary

The Quality Lead for the Service Desk is responsible for ensuring consistent delivery of high-quality support services to end users.

Skills & Requirements

Must-have

  • quality assurance processes
  • service desk operations
  • ITIL frameworks
  • performance data analysis
  • customer experience advocacy

Nice-to-have

  • coaching and mentoring skills
  • adaptability to fast-paced environment
  • leadership and team-building abilities
  • customer-focused mindset

Key Requirements

  • 3+ years of experience in service desk
  • Proven track record in quality assurance
  • Bachelor’s degree in IT or Business
  • ITIL Foundation Certification

Work Rights

Not specified

Tailored Resume

Cover Letter