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VENTECH SOLUTIONS, INC. Quality Analyst-Service Desk in URBANDALE, Iowa

Descriptionless thandiv>less thanp>less thanstrong>PURPOSE of POSITION:less than/strong>less than/p>less thanp>Reviews and audits incidents, email, telephone interactions and survey responses. Facilitates calibration/group sessions regarding the Service Desk Quality program. Identifies areas of service improvements and develops programs that improve the overall quality of the customers experience when interacting with the Service Desk. Responsible for overall quality of the customer interactions, making improvement recommendations to management and monitors the result of stated recommendations.less than/p>less thanp>less thanstrong>MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:less than/strong>less than/p>less thanp>1. Analyzes email and telephone interactions of Service Desk Representatives. Uses quality assessment tools along with SharePoint, ServiceNow, Microsoft Excel and Access forms to evaluate call quality and incident detail.less than/p>less thanp>2. Meets with Service Desk Representatives in a 1x1 environment to review evaluations, assessments and calls. Collaborates with Service Desk Representatives and management to identify, test and implement process standards to enhance service delivery and the overall customer experience.less than/p>less thanp>3. Partners with Trainers to develop targeted group coaching sessions for Service Desk Representatives that address quality deficiencies and/or improvement opportunities. Assists with training based on program knowledge.less than/p>less thanp>4. Responsible for reporting and training as requested with the inclusion of weekly auditing of productivity, Percipio reviews, SharePoint updates and creation of communications and additional projects as assigned.less than/p>less thanp>5. Maintains a minimum of 8 hours per month of required phone time, as available.less than/p>less thanp>6. Back-up for the Service Desk in any capacity needed such as assisting with call volumes, floor walking and/or additional tutoring/coaching.less than/p>less thanp>less thanstrong>ESSENTIAL QUALIFICATIONS:less than/strong>less than/p>less thanp>HS Graduate or GEDless than/p>less thanp>Related Work Experience: 4-6 yearsless than/p>less thanp>Strong knowledge of the HCQIS contract.less than/p>less thanp>Strong written, verbal, analytical and communication skills.less than/p>less thanp>Detail oriented, accuracy and preciseness of work is preferred.less than/p>less thanp>Excellent interpersonal and oral/written communication skills.less than/p>less thanp>Adept at networking and building relationships.less than/p>less thanp>1 to 3 years experience in customer service or technology support.less than/p>less thanp>Maintains a high level of integrity and confidentiality.less than/p>less thanp>Experience in coaching and training is preferred.less than/p>less thanp>Microsoft Office (Word, Excel, Access, SharePoint, PowerPoint, etc.) knowledge.less than/p>less thanp>less thanstrong>SCOPE of POSITION:less than/strong>less than/p>less thanp>less thanstrong>Individual Contributorless than/strong>less than/p>less thanp>This position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.less than/p>less thanp>less than/p>less than/div>Qualificationsless thandiv>less thanbr>less thanstrong>Educationless than/strong>less than/div>less thandiv>High School of Business Administration (required)less than/div>less thanbr>less thandiv>less thani>Equal Opportunity Employer/Protected Veterans/Individuals with Disabilitiesless than/i>less thanbr>less than/div>less thandiv>less thani>The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of the