Job Description
What success looks like in this role:
We are seeking a proactive and experienced Quality Coach to ensure consistent high-quality performance within our IT Service Desk. This role involves monitoring agent interactions, providing timely coaching, and driving continuous improvement initiatives to enhance the end-user experience. The Quality Coach will collaborate closely with Service Desk leadership, training, knowledge management, and operations teams, preparing quality reports and delivering actionable insights. This role may also involve client interactions and active participation in quality initiatives.
Key Responsibilities
Advise and assist end users via telephone, email, or chat to resolve hardware, software, network, and peripheral issues.
Monitor Service Desk agent interactions and related tickets, ensuring timely and effective coaching to improve performance.
Provide onboarding support for new associat...