Service Desk Quality Specialist - Accenture
The Service Desk Quality Specialist is responsible for assisting with the Quality Team on administrative responsibilities, and the management of projects and initiatives led by the Quality Team. The Quality Specialist also assists in the technical and customer service development of Service Desk Technologists, globally coaching them though the various established Quality initiatives in place.
- Participate in the Service Desk continuous improvement initiatives.
- Act as liaison with managers and supervisors in other Service Desk functions (e.g., Point of Contact (POC) for Service Desk Operations, Knowledge Management, etc.) in order to ensure consistent quality measurements throughout HDS.
- Administer the Direct Assignment program for Data, Registration, Procurement, Telecom, and Application Support.
- Act as Subject Matter Expert (SME) for all points enforced during quality evaluations.
- Administer the call recording system and manage the Coaching (mentoring) Program.
- Participate in quality assurance initiatives for Referral Groups, including TAP report analysis, and automated surveys received by HDS Technologists.
REQUIREMENTS:
- Bachelor degree in Computer Science or equivalent work experience.
- 1-2 years Personal Computer experience including customer support or Help Desk
- 1-2 years customer service or public relations experience
- Experience with an incident tracking system.