FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Conduct thorough ticket and call evaluations.
- Monitor and evaluate the overall quality of service delivery to ensure high standards are maintained.
- Develop and implement quality assurance processes and best practices to improve service quality.
- Conduct detailed evaluations of tickets and call interactions to assess adherence to quality standards and identify areas for improvement.
- Provide clear and constructive feedback to Team Leaders on their engineers’ performance, highlighting strengths and areas for improvement.
- Communicate effectively with customers who are upset or dissatisfied, addressing their concerns and ensuring a positive resolution.
- Gather customer feedback and use it to identify trends and areas for service enhancement.
- Provide training and guidance to engineers on best practices, quality standards, and areas needing improvement.
- Present findings and recommendations to management to support decision-making and strategic planning.
- Support knowledge creation and maintain our existing knowledge base articles.
Requirements
What you’ll need- Experience in a quality assurance role within an IT support or service desk environment.
- Familiarity with IT support processes, ticketing systems, and quality assurance methodologies.
- Excellent verbal and written communication skills, with the ability to effectively interact with both customers and technical staff.
- Strong interpersonal skills, with the ability to provide constructive feedback and training in a professional and supportive manner.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Keen attention to detail, ensuring accuracy and completeness in evaluations and reports.
- Dedicated to maintaining high levels of customer satisfaction and operational excellence.
- Ability to remain unbiased in feedback and evaluations and reviews, seeing things from the customer perspective.
Benefits
Comp & perks- 25 days annual leave
- Birthday Leave: One extra day off to celebrate
- Company Pension Scheme
- Employee Assistance Programme (EAP) for wellbeing support
- EkcOlympics: Global team activity challenges
- Unlimited access to Pluralsight for continuous development
- Real opportunities to grow, including international progression
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality Assurance MethodologiesService Delivery EvaluationTicket EvaluationCall EvaluationFeedback ProvisionTraining And GuidanceData AnalysisReport Generation
Soft Skills
Interpersonal SkillsConstructive FeedbackCustomer InteractionConflict ResolutionMultitasking