IT Quality Assurance Specialist
On-site
Full Time
#Technology
#Analytical Skills
#Organizational Skills
#Communication Skills
#ITSM
#ITIL
At Morgan & Morgan, the work we do truly matters. We serve as the final line of defense for millions of Americans against large corporations and insurance companies, standing firm in the fight for consumer rights. With a dedicated team of over 3,000 employees, we are united by our mission to work For the People. We are looking for a Senior IT Quality Assurance Specialist to join our team on an on-site, full-time basis in the United States to help us maintain the high standards our clients expect.
What you'll be doing
- You will conduct daily audits of support tickets and calls to ensure compliance with best practices, providing constructive feedback to agents and addressing negative service experiences.
- You will design and deliver comprehensive training programs, including onboarding for new hires and specialized refresher courses for existing staff, to foster continuous skill development.
- You will analyze performance data to identify trends and present actionable insights to leadership during bi-monthly meetings to help inform strategic decisions.
What you'll bring
To succeed in this role, you should possess a strong background in technology and a commitment to quality. We are looking for the following qualifications:
- Advanced analytical and organizational skills, allowing you to interpret performance data and manage complex documentation with precision.
- Excellent communication skills, which you will use to coach team members and build rapport across the department.
- Practical experience with ITSM tools and a solid understanding of ITIL practices.
- A high level of proficiency in English.
- A patient, empathetic, and customer-centric approach to mentoring agents of varying technical skill levels.
What you'll get
As a valued member of our team, you will receive a comprehensive benefits package designed to support your well-being and future. These perks include:
- Medical insurance coverage.
- Dental insurance.
- A 401(k) retirement plan.
- Generous paid time off.
Morgan & Morgan, P.A.
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