Title:  Voice Quality Auditor-IT Service Desk

Area(s) of responsibility

            Voice Quality Auditor – IT Service Desk

1. Call Monitoring and Assessment:  
   Regularly listen to and evaluate service desk calls to ensure adherence to quality standards, communication protocols, and customer service guidelines.  

2. Feedback and Training Support:  
   Provide constructive feedback to service desk agents based on call evaluations, highlighting areas for improvement and recommending specific training initiatives.  

3. Quality Reporting and Analysis:  
   Maintain detailed records of call evaluations, generate quality reports, and analyze trends to identify recurring issues or opportunities for process improvement.  

4. Compliance with Policies and Standards:  
   Ensure all interactions comply with organizational policies, industry regulations, and client-specific requirements, including confidentiality and data protection standards.  

5. Collaboration for Continuous Improvement:  
   Work closely with team leaders, trainers, and management to refine quality benchmarks, improve call scripts, and enhance overall service desk performance.  

6. Technical Audits and Analysis
Capture detailed records for technical success for the tickets and voice calls audits and analyse trends to identify recurring issues or opportunities for process improvements

7. Experience
Min 5 years of experience in a similar role for IT Service Desk or IT technical support environment