Our client in Markham is looking for an IT Quality Process Analyst for their call center team to establish and maintain the corporate quality assurance system and promoting customer satisfaction. Eligible candidates please forward your resume to firstname.lastname@example.org referencing "IT Quality Process Analyst" in the subject line.
- Overseeing and managing the Service Desk Quality Assurance and compliance program.
- Process improvement to result in KPI improvement and to evaluate success and reaching targets
- Analyzes data of audit service from call center to comply and improve service desk delivery
- Provide on-going training for the agents
- Data gathering to analyze trends or patterns affecting quality
- Performs root cause analysis for major incidents and create and implement plans to avoid recurrence
- Streamlines processes and implements process standards
- Manages and handles Non Conformance Reports and Corrective Action Reports
- 3 years working experience in a similar capacity
- ITIL, ISO 9001 and Six Sigma Certifications are a definite asset
Wysdom Consulting Group provides clients with placement services on a contract, contract to hire, and direct-hire basis in the Administrative, Finance/Accounting and Information Technology industry. Our strength is our ability to match talent and experienced professionals to the unique business needs of the client.