Quality and Escalation Management

Quality and Escalation Management Description - Job Summary: The Quality Lead for the Service Desk is responsible for ensuring consistent delivery of high-quality support services to end users. This role involves monitoring and evaluating service desk performance, implementing quality assurance processes, identifying training needs, and driving continuous improvement initiatives. The Quality Lead serves as a liaison between team members, leadership, and other departments to align service standards with organizational goals. Key Responsibilities: Quality Assurance & Monitoring: Develop and implement quality standards, metrics, and processes for service desk operations. Monitor and evaluate service desk interactions (calls, chats) to ensure compliance with quality benchmarks.…