Key Responsibilities :
• Monitor and Evaluate: Regularly review and assess service desk interactions, including phone calls, emails, and chat sessions, to ensure adherence to company standards and procedures.
• Quality Assurance: Develop and implement quality assurance processes and guidelines to maintain high service standards.
• Performance Analysis: Analyze performance metrics and trends to identify areas for improvement and provide actionable insights to the service desk team.
• Feedback and Training: Provide constructive feedback and training to service desk management to enhance agent performance and customer service skills.
• Reporting: Generate detailed reports on service desk performance, highlighting key findings and recommendations for improvement.
• Collaboration: Work closely with the service desk team, management, and other departments to ensure a cohesive approach to service quality and customer satisfaction.
• Continuous Improvement: Stay updated with industry best practices and incorporate them into the service desk operations to continuously improve service quality.
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