Service Desk Quality Lead & Performance Coach

Dunhill Professional Search & Government Solutions

San Antonio (TX)

On-site

USD 65,000 - 90,000

Full time

5 days ago

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Job summary

Dunhill Professional Search & Government Solutions seeks a Service Desk Quality Analyst to monitor and evaluate IT service desk interactions (emails, tickets, chats) ensuring technical accuracy, policy compliance, and high customer satisfaction across the support ecosystem. You will analyze performance trends, identify training gaps, coach agents, and maintain QA standards.

This role requires 4+ years in call center/QA/training, IAT-1 certification eligibility, US citizenship, and ability to

Qualifications

4+ years of experience in call center, QA, quality assurance and/or training.
Associates degree or equivalent experience required.
IAT-1 certification (A+, Network+, Security+) eligible/certified preferred.

Responsibilities

Interaction Monitoring: Review tickets and emails for demeanor, accuracy, and policy compliance.
Performance Metrics Analysis: Track KPIs like first response time, resolution time, and ticket volume.
Coaching & Training: Provide constructive feedback to agents to improve support quality.
QA Standards: Create and maintain criteria for measuring agent performance.
Process Improvement: Identify root causes of poor service and recommend solutions.