Service Desk Quality Manager

1. Quality Assurance & Monitoring

• Design and implement quality frameworks, scorecards, and audit mechanisms
• Govern if regular audits (tickets, calls, chats, emails) are conducted by Quality analysts in adherence to processes and standards
• Monitor compliance against SLAs, KPIs, and quality benchmarks
• Identify quality gaps and recommend corrective actions

2. Performance Management

• Track and analyze key metrics such as:
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Average Handling Time (AHT)
• SLA compliance
• Publish weekly/monthly quality reports and dashboards
• Provide actionable insights to leadership and operations teams

3. Coaching & Training

• Ensure timely feedback and coaching sessions are in place for service desk analysts by Quality team members
• Identify training needs based on audit findings and performance data
• Support onboarding and certification of new hires
• Conduct refresher sessions on process adherence and quality standards

4. Continuous Service Improvement (CSI)

• Lead initiatives to improve:
• Customer experience
• Process efficiency
• Ticket quality and resolution time
• Perform Root Cause Analysis (RCA) for recurring issues and low CSAT drivers
• Drive automation and knowledge improvement initiatives

5. Knowledge Management & Process Governance

• Auditing the Quality of documentation of knowledge articles
• Support knowledge categorization and reuse to improve resolution speed
• Maintain compliance with ITIL processes and organizational policies
• Drive standardization across teams and regions

6. Stakeholder Management & Governance

• Collaborate with:
• Service Delivery Managers
• Operations teams
• Training and Knowledge teams
• Participate in governance reviews and quality forums
• Present insights and recommendations to senior internal and external stakeholders

7. Tools & Analytics

• Utilize tools such as:
• ITSM platforms (ServiceNow / SMAX etc.)
• Quality monitoring tools (Genesys)
• Reporting tools (Excel, Power BI, dashboards)
• Leverage analytics (speech, sentiment, trend analysis) to identify risks and improvements

Required Skills & Competencies

• Strong understanding of IT Service Management (ITIL)
• Expertise in Quality Assurance frameworks and audit methodologies
• Strong analytical and problem-solving skills
• Experience in SLA/KPI tracking and reporting
• Excellent communication and stakeholder management skills
• Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies