Quality Specialist II

(Location - San Antonio, TX)

A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency.

Key Responsibilities

• Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.


• Performance Metrics Analysis: Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.


• Coaching & Training: Provide constructive feedback to agents to improve support quality.


• Quality Assurance (QA) Standards: Create and maintain criteria for measuring agent performance.


• Process Improvement: Identify root causes of poor service performance and recommend solutions

Minimum Qualifications:

• Associate’s Degree or equivalent relevant experience


• Professional Certifications or License preferred;


• 5-8 years of experience in call center, quality control, quality assurance and/or training


• Candidates must have or be able to obtain an IAT-1 certification (A+, Network+, Security+).


• Candidates must be US citizens with the ability to obtain a secret security clearance.

Other Job Specific Skills:

• Extensive experience with quality assurance program creation or execution.


• Extensive Experience with service desk monitoring/ticketing software.


• Exceptional customer service and problem-solving skills.


• Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.


• Excellent analytical skills and strong decision-making abilities.


• Proven ability to achieve and maintain departmental quality standards.


• Superb Internet software and Windows operating systems and software skills.


• Exceptional ability to train and develop new and existing support agents.


• Excellent interpersonal, facilitation, and relationship management skills.


• Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.


• Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.


• Great coordination skills across multiple departments of the Customer system.


• Analytical Skills: Ability to analyze data to spot trends in support quality.


• Communication Skills: Strong verbal and written skills for providing coaching and feedback.


• Technical Knowledge: Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools.


• Experience: Previous experience in customer service and quality assurance is typically required

Rate : $ 21-30/hr

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