Service Desk Quality Assurance Manager (Remote)

Service Desk Quality Assurance Manager – Salary: £48k – Once a month in the office

About the Role

We are seeking an experienced Service Desk Quality Assurance Manager to join a fast-paced and dynamic service desk team. In this role, you will play a pivotal part in improving ticket quality, enhancing customer satisfaction (CSAT) scores, and driving operational excellence within the team.

Key Responsibilities:

Quality Assurance:

• Conduct thorough quality assessments of service desk tickets, ensuring they meet high standards and identifying areas for improvement.

Manage Team Performance:

• Lead a team of 2–3 direct reports, providing regular feedback and coaching to drive performance improvements.

CSAT & Customer Engagement:

• Use CSAT scores as a key metric to evaluate service quality and guide improvements, ensuring a high level of customer satisfaction.

Ticket Review:

• Perform 3 ticket checks per person per week, identifying errors, addressing gaps in ticket management, and recommending targeted training.

Process Improvement:

• Develop, implement, and standardize processes to enhance the service desk’s operational efficiency and consistency.

AI Integration:

• Explore and implement AI-driven tools to improve ticket handling, performance tracking, and team efficiency.

Benchmarking:

• Define and establish benchmarks for what “good” looks like in service desk operations, ensuring consistent performance across the team.

Collaboration:

• Work closely with Service Managers to identify service improvement opportunities and develop strategies to address them.

Skills & Experience

• Proven experience in a Service Desk Quality Assurance, Quality Assessor, or Quality Assurance Manager role.
• Strong leadership and team management skills, with the ability to mentor and coach a team to deliver high-quality results.
• Experience with CSAT improvement initiatives and tracking key performance metrics.
• Deep understanding of service desk operations and best practices for ticket management.
• Experience implementing AI tools to enhance operational functions, or familiarity with AI integration processes.
• Ability to benchmark service desk performance and define improvement goals.
• Exceptional communication skills, with the ability to collaborate effectively with cross-functional teams and senior stakeholders.
• Strong problem-solving abilities, particularly in high-pressure, fast-paced environments.

Please apply or email your CV to Del@ynh.group to find out more.