Service Desk QA Analyst - SLA & Process Improvement

Strategic Operational Solutions, Inc

Morgantown (WV)

On-site

USD 52,000 - 70,000

Full time

14 days+

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Job summary

Strategic Operational Solutions, Inc. is seeking a Quality Assurance Analyst to support Service Desk QA activities, reviewing customer interactions and ticket documentation to ensure quality compliance and SLA adherence.

The role involves identifying trends, preparing QA reports, and supporting process improvements. The candidate should have an associate degree or equivalent experience with 2+ years in customer service or QA, and possess strong analytical skills, plus knowledge of Windows and MS

Qualifications

Associate's degree or equivalent experience.
Two (2) years of customer service, help desk, or quality assurance experience.
Strong analytical and documentation skills.
Knowledge of Windows operating systems and Microsoft Office products.

Responsibilities

Review calls, tickets, emails, and customer interactions for quality compliance.
Validate adherence to SOPs, scripts, and service standards.
Track SLA performance and quality metrics.
Perform ticket audits and documentation reviews.
Identify training opportunities and recurring quality issues.
Prepare quality assurance reports and scorecards.
Support customer satisfaction and improvement initiatives.
Participate in process improvement reviews.