Service Desk Quality Assurance Manager

flint-international; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT services provider in Riyadh is seeking a Service Desk Quality Assurance Manager to enhance the quality of customer support. The role involves monitoring service desk operations, evaluating performance against KPIs, and implementing process improvements. Candidates must have over 10 years of experience, including several years in management. Strong communication skills and analytical abilities are essential for this position, aimed at fostering exceptional customer experiences through quality management.

Qualifications

• 10+ years of experience with 3 to 5 years in a management role.
• Strong understanding of customer service principles and best practices.
• Experience in service desk operations or quality assurance.

Responsibilities

• Conduct regular evaluations of service desk interactions.
• Provide feedback to service desk agents and deliver training.
• Establish KPIs to measure performance and generate reports.
• Identify process gaps and recommend improvements.
• Monitor customer feedback and analyze complaints.

Skills

Quality monitoring

Customer service principles

Data analysis

Communication skills

Problem-solving

Education

Bachelor’s degree in a relevant field

Tools

Quality monitoring tools

Service desk software

Job description

Location: Riyadh, KSA
Notice Period: Only Immediate joiners OR not longer than 30 days’ Notice Period.

Job Description

As a Service Desk Quality Assurance manager with expert knowledge and experience in information technology. You will play a crucial role in ensuring the delivery of exceptional customer service and support within our organization’s IT service desk operations. Your primary responsibility will be to monitor and assess the quality-of-service desk KPI’s/Deliverables, identify areas for improvement and optimal performance of deliverables, and work collaboratively with the team to enhance overall service quality. As a manager, you will be responsible for managing QA specialists and making sure they are providing the agreed deliverables.

Key Responsibilities

• Quality Assurance Monitoring: Conduct regular evaluations of SD managed tickets, ticket updates, reopened tickets, and service desk interactions over email and phone. Assess the adherence to company policies, procedures, and service standards during customer interactions. Evaluate the effectiveness of issue resolution and customer satisfaction. Drive continuous improvement for quality for identified gaps.
• Feedback and Coaching: Provide constructive feedback to service desk agents based on quality assessment results. Develop and deliver training sessions and coaching to help agents improve their skills and service quality. Collaborate with team leads and supervisors to implement continuous improvement initiatives.
• Quality Metrics and Reporting: Establish key performance indicators (KPIs) to measure service desk performance and quality. Generate regular reports highlighting trends, areas of concern, and improvement opportunities. Make data-driven recommendations to management for enhancing service desk operations.
• Process Improvement: Identify process gaps and recommend improvements to streamline service desk workflows. Develop/implement industry best quality control processes and implement an auditing process and manage the process. Assist in the development and documentation of best practices and standard operating procedures (SOPs). Collaborate with cross-functional teams to implement process enhancements. Recommend/customize processes to seamlessly meet client’s expectations.
• Customer Satisfaction: Monitor customer feedback and surveys to gauge satisfaction levels. Analyze customer complaints and work with service desk agents to address issues and prevent recurrence. Proactively seek ways to enhance the overall customer experience. Strengthen quality management processes/framework to improve quality delivery and CSAT.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• Previous experience in service desk operations or quality assurance.
• Minimum 10+ years’ experience with 3 to 5 years in the management role.
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to collect and interpret data.
• Proficiency in using quality monitoring tools and software.
• Detail-oriented and capable of providing constructive feedback.
• Ability to work independently and as part of a team.
• Problem-solving skills and a commitment to continuous improvement.
• Must have keen analytical skills to identify risks as well as pinpointing possible gaps in deliverables

Preferred Qualifications

• Certification in quality assurance or customer service (e.g. ITIL, ISO).
• Familiarity with service desk software and ticketing systems.

If you are interested in this opportunity, please send your resume to [e-mail] ensure the position name is included in the subject line.

FLINT INTERNATIONAL MIDDLE EAST

Harnessing human insight to cut costs, fast-track tech adoption, and scale innovation globally.

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• Flint International IT Services UAE, Burlington Tower, Office #905, Business Bay, Dubai, United Arab Emirates