Job ID:
J36993
Specialized Area:
Quality Analyst
Job Title:
Quality analyst
Location:
Albuquerque,,NM
Duration:
15 Months
Domain Exposure:
Insurance, Oil & Gas, Media/ Entertainment
Work Authorization:
US Citizen, Green Card, OPT-EAD, CPT, H-1B,
H4-EAD, L2-EAD, GC-EAD
Client:
To Be Discussed Later
Employment Type:
W-2 (Consultant must be on our company payroll. C2C is not allowed)
Responsibilities:
Analysis of the current ticket trends and processes to identify insufficiencies and process improvements as well as develop new processes to ensure efficient ticket handling across the program.
Continuously evaluate that Service Desk Team is following quality practices that meet and exceed program service requirements and expectations.
Work directly with the customer and other members on the program to update and maintain Knowledge Base Articles and scripts that will be used by Tier 1.
Review closed and open tickets for accuracy and completeness
Review calls for accuracy and completeness
Provide analysis of closed tickets for opportunities for improvement and the individual and program levels
Provide analysis on open tickets for timeliness and accuracy and identify trends and areas of process improvements
QUANTUM TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. QUANTUM TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will QUANTUM TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract