Service Desk Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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Endava

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2000

🏥 Healthcare

📣 Marketing

📦 Logistics

💰 Post-IPO Debt on 2023-02

Healthcare • Marketing • Logistics

Endava is a technology company that partners with clients to drive meaningful change through innovative technological solutions. With over two decades of experience, Endava combines world-class engineering, industry expertise, and a people-centric mindset to transform businesses across various sectors. Specializing in areas such as finance and banking, healthcare, media, and telecommunications, Endava leverages its industry-specific knowledge to create solutions that meet the evolving needs of the market. The company is committed to building trusted partnerships and creating positive impacts for both businesses and people.

📋 Description

• Conduct quality assurance audits of inbound and outbound calls and chat transcripts • Assure company standards are maintained and product integrity is preserved • Consult with leadership to resolve quality, compliance, and efficiency problems • Function in conjunction with leadership, compliance, and training on special department projects • Report to the Supervisor, Customer Experience Quality Management (Technology) • Interpret and implement quality assurance standards • Evaluate and prepare adequacy of quality assurance standards • Identify training needs and organize training interventions to meet quality standards • Investigate customer complaints and non-compliance issues • Document and participate in internal audits • Develop and implement new quality assurance requirements meeting compliance guidelines • Analyze QA data • Participate in monthly calibration meetings with leadership

🎯 Requirements

• 2-4 years experience in QA call quality • Intermediate computer skills with proficiency in Microsoft Office • Previous experience in a Call Center environment • Experience with NICE CXone or other call QA software • Participation in both internal meetings and external meetings via video calls, as necessary • Ability to go into corporate or client offices to work onsite, as necessary • Prolonged periods of remaining stationary at a desk and working on a computer, as necessary • Ability to bend, kneel, crouch, and reach overhead, as necessary • Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary • Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary • For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary • For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function

🏖️ Benefits

• Competitive salary package • Share plan • Company performance bonuses • Value-based recognition awards • Referral bonus • Career coaching • Global career opportunities • Non-linear career paths • Internal development programmes for management and technical leadership • Complex projects • Rotations • Internal tech communities • Training • Certifications • Coaching • Online learning platforms subscriptions • Pass-it-on sessions • Workshops • Conferences • Hybrid work • Flexible working hours • Employee assistance programme • Global internal wellbeing programme • Access to wellbeing apps • Hobby clubs and interest groups • Inclusion and diversity programmes • Events and celebrations • Medical, Dental, vision, Disability coverage, and various other benefit options • Flexible Spending Accounts (Medical, Transit, and Dependent Care) • Employer Paid Life Insurance and AD&D Coverages • Health Savings account paired with our low-cost High Deductible Medical Plan • 401(k) Safe Harbor Retirement plan with employer match with immediately vest

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