at PC Connection in Chicago, Illinois, United States
Job Description
Quality Assurance Analyst, Service Desk
Imagine finding a career where you’re rewarded for doing what you do best—helping others.
Remote, IL
CONNECTION
At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose.
https://www.connection.com/
keywords: position summary,position details,what we do,who we are,why you should join us,support,performance,quality assurance,knowledge,communication,skills,additional information
Full Time
$59,000.00/Yr. - $73,000.00/Yr.
Overview: The QA Analyst utilizes excellent verbal and written communication skills for daily interactions with end-users, call center agents, and senior management. Listens to live and recorded calls through our ACD system to identify gaps in customer service, put together and implement solutions that use a combination of training, coaching, and on-going customer service development. Focus is also on ticket quality ensuring proper grammar, spelling, and punctuation used in our help desk generated tickets. Performs on-going review and upkeep of the help desk call scripts, QA form, and SOPs to ensure consistency and quality throughout each of our projects and help desk clients.
What We Do:
We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.
Who We Are:
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.
Why You Should Join Us:
You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Entity of type com.vizirecruiter.common.domain.model.Label with id: 2025
Entity of type com.vizirecruiter.common.domain.model.Label with id: 2024
Entity of type com.vizirecruiter.common.domain.model.Label with id: 16471
Responsibilities:
Actively works with help desk agents to give feedback and guidance on support calls.
Listens to live and recorded calls along with reviewing ticket quality to ensure the highest standards of customer service are being met.
Logs feedback in a QA form to keep track of the agent’s QA score.
Spot checks tickets daily for quality issues with grammar, punctuation, and grammar.
Applies best practices in customer service with the help desk agents by scheduling on-going training and coaching.
Puts together training templates and sessions to apply with new and existing call center agents.
Keeps track of individual improvement plans and offers recommendations to the Help Desk Manager.
Reviews, maintains and updates call scripts and SOPs to ensure consistency and quality.
Proactively looks through SOPs and call scripts to identify quality gaps.
Offers and implements solutions based on findings.
Requirements:
Working knowledge of Microsoft Office Suite with ability to create a document or simple spreadsheet.
Technical aptitude with ability to absorb and apply newly learned technical skills.
Working knowledge of Quality Assurance principles as applied to a help desk environment or similar.
Innovator with ability to improve existing systems/procedures.
Strong trend analysis skills with proven ability to develop short- and long-term business plans.
Systematic advanced reasoning skills with... For full info follow application link.
EOE/Minorities/Females/Vet/Disabled
