Service Desk Coordinator/Quality Assurance

Allied Universal; Richardson (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision, basic life,AD

Retirement plan and disability

Eight paid holidays, vacation accrual

Job summary

Allied Universal® is hiring a Service Desk Quality Assurance/Quality Control Specialist to ensure quality and compliance with service desk operations. The Service Desk Coordinator (SDC) QA/QC Specialist will train and support SDCs and route customer service requests to the right parties for fulfillment, escalating to leadership as needed.

Position is in the Richardson, TX office, Monday–Friday, during business hours, with responsibilities spanning training, monitoring calls, and ensuring

Qualifications

• Bachelor’s degree in Business, Criminal Justice, Communications, or related field of study
• High school diploma or equivalent with a minimum of four (4) years of experience in operations coordination, central station operations, or a related industry field
• Minimum of two (2) years of experience in operations coordination, central station operations, or a related industry field
• Previous experience in training and developing team members
• Proficient working knowledge of Microsoft Word and Excel software
• Familiarity with electronic management tools, including metrics and dashboards for measuring performance
• Ability to establish and maintain effective working relationships with internal and external customers
• Self-motivated with the ability to motivate and influence others
• Excellent oral and written communication skills
• Project management skills; attention to detail with the ability to bring performance gaps/issue to resolution

Responsibilities

• Direct training and escalation support for Service Desk Coordinators to ensure processes are followed as staff are trained
• Monitor and evaluate calls, email correspondence, and case creation for quality and process adherence
• Ensure regional Service Specialists adhere to customer requirements for 3rd party platforms (e.g., Corrigo, FMpilot) and communicate deficiencies to field management
• Assist with conducting training sessions with Service Desk Coordinators
• Provide feedback to Service Desk Coordinators to improve service delivery and customer satisfaction
• Route requests, concerns, questions, and inquiries to appropriate teams via electronic tools, phone, email, and messaging

Skills

Operations coordination

Training team members

Microsoft Word and Excel

Effective communication

Education

Bachelor's degree in Business/Criminal Justice/Communications

High school diploma with 4+ years in ops coordination

Tools

ServiceNow

SAP ByDesign ERP

Job description

Overview

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology — video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you’re an installation technician, service technician, engineer, or project manager, you’ll discover rewarding opportunities to grow your career as part of a valued team.

Job Description

Allied Universal® is hiring a SDC Quality Assurance/Quality Control Specialist. The Service Desk Coordinator (SDC) Quality Assurance/Quality Control Specialist is responsible for ensuring quality and compliance with service desk operations while supporting the service desk manager. The Quality Assurance/Quality Control Specialist will serve as a direct training and support resource for the Service Desk Coordinators, as well as route customer service requests to the appropriate parties for fulfillment. This position is responsible for ensuring effective communication and escalation to appropriate leadership for all matters that require remediation.

Position is in office daily at the CEC (Client Experience Center) in Richardson, TX, Monday - Friday, during business hours.

RESPONSIBILITIES:

• As a direct training and escalation support for Service Desk Coordinators, the SDC Quality Assurance/Quality Control Specialist is vital in ensuring service desk processes are followed as team members are trained, fostering a sense of teamwork and collaboration
• Monitor and evaluate calls, email correspondence, and case creation as needed for quality and adherence to service desk processes
• Direct responsibility for ensuring all Regional Service Specialists adhere to customer requirements for 3rd Party platforms such as Corrigo, FMpilot, etc. Monitoring performance and communicating deficiencies to field management
• Assist with conducting training sessions with Service Desk Coordinators
• Provide feedback to Service Desk Coordinators in conjunction with the Service Desk Manager to improve service delivery performance and customer satisfaction
• Effectively communicate and route requests, concerns, questions, and inquiries to appropriate parties through an electronic service toolset, telephone, email, instant messaging, and other communications mediums

QUALIFICATIONS (MUST HAVE):

• Must possess one of the following:
• Bachelor’s degree in Business, Criminal Justice, Communications, or related field of study
• High school diploma or equivalent with a minimum of four (4) years of experience in operations coordination, central station operations, or a related industry field
• Minimum of two (2) years of experience in operations coordination, central station operations, or a related industry field
• Previous experience in training and developing team members
• Proficient working knowledge of Microsoft Word and Excel software
• Familiarity with and ability to analyze and manipulate electronic (software-based) management tools, including metrics and dashboards for measuring performance
• Ability to establish and maintain effective working relationships with internal and external customers
• Self-motivated with the ability to motivate and influence others
• Excellent oral and written communication skills
• Project management skills; attention to detail with the ability to bring performance gaps/issue to resolution

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Experience in ServiceNow platform.
• Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application.
• Experience executing the service delivery process in the security industry or related field.
• Security industry or related field technical certifications.
• Ability to speak Spanish or other foreign languages
• College degree in Business, Criminal Justice, Communications, or related field of study

BENEFITS:

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

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Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com