About GuideIT
GuideIT is a US based technology services company Headquartered in Plano, Texas, focused on providing value to its customers by aligning technology with business outcomes, maximizing value through cost management and allowing rapid, proactive response to change. We are looking for a Full-time Quality Assurance/Training Analyst to join our team! Candidate must live in the Dallas/Fort Worth area, be results oriented, highly adaptable and thrive in a team environment centered on mutual trust and respect.
Summary/Objective
Perform training and quality assurance tasks for the GuideIT Assist Technical. Monitoring service desk delivery, developing new and/or improving existing process, and procedures and training service desk agents to meet the business needs of the Customer Delivery Organization.
Essential Functions
- Train new hires and existing Assist analysts on Service Desk best practices, customer service, processes, account-specific support workflows, quality, etc.
- Able to flex shift to meet training needs of 24x7 service desk staff.
- Maintain training plan for new hires, cross-training, account-specific, and special project needs.
- Develop, document, and maintain repository of learning materials for Assist process, workflows, and best practices in a variety of formats (written, video, and live presentation).
- Coach and mentor analysts for continuous improvement and delivery improvement.
- Analyze first call resolution delivery and identify trends where additional training and/or access could yield higher FCR rates. Present to leadership and/or customer as appropriate for adoption and execution. telephone activity, ticketing system entries, and personnel to maintain acceptable individual performance expectations as well as customer service level targets.
- Perform quality assurance reviews of analyst call and ticket handling, score reviews and document in the tracking tool, and monitor for trends, and identify training opportunities related to individual performance and/or customer delivery improvements.
- Assist in new customer go-lives by participating in customer intake, documentation, knowledge base article (KBA) creation, analyst training, and actions necessary for go-live stabilization.
- Create and maintain KBA documentation to ensure successful client delivery.
- Demonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in fast paced, dynamic environment.
- Recommend new/improved procedures as needed to improve productivity and work skills/product
- Leverage Process Improvement tools and techniques to design, develop, document and assist in implementing standard processes
- Monitor phone queue and proactively field calls when service levels are negatively impacted.
Leveling Criteria
- Proactively identifies training and quality needs and develops a plan of action to ensure success
- Exhibits independent judgment during the performance of duties
- Assigned to intermediate support processes and associated projects
- May participate in continuous improvement activities in support of customer or internal business processes
- Provides resolution to an assortment of quality and/or training issues
- Proven ability to use sound judgment, communicate, and escalate appropriately
- Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with customers, leaders, and colleagues
- Ability to escalate issues while maintaining strict confidentiality
- Ability to maintain a calm and professional demeanor
- Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments
- Results driven and able to work autonomously with little supervision
Position Type/Expected Hours of Work
- Hybrid – Plano, TX
- Provide On-call support if required outside business hours on a rotational basis
Travel
This does not require travel.
Required Education and Experience
- High School Diploma or GED equivalent
- 3-5 years’ experience in a Service Desk setting
- 1+ year of process improvement, quality assurance evaluations, and/or training/curriculum development experience
- Knowledge of ITSM tools and methodology
- Strong verbal and written communication skills
- Excellent customer service skills
Preferred Education and Experience
- Industry-specific certifications preferred (e.g. CompTIA, MTA, HDI, ITIL, MOS)
Benefits
- GuideIT offers competitive pay, performance-based bonuses and 401K with match. Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.
GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.
What We Do
While technology is critical for every business, it’s also complex and ever changing, often making it difficult to manage. Because of this complexity, many business leaders find themselves in need of advisors they can trust...people who can guide them through getting the most out of technology, relative to their business priorities and the results they seek. That’s why people put their trust in GuideIT.
We serve businesses large and small, healthcare and commercial. We deliver tangible results that improve our customers’ businesses. Through a portfolio of solutions spanning consulting, managed services and data-centric digital transformation, we help healthcare organizations to improve the quality of care, while reducing cost. We help commercial organizations to better understand and serve their customers, address the changing competitive landscape, and manage a complex technology environment.
GuideIT—helping you to get the most out of technology.
