Technical Helpdesk QA Analyst in Tucker, GA at Volt

Date Posted: 9/19/2021

Job Snapshot

  • Employee Type:
  • Location:
    Tucker, GA
  • Duration:
    7 weeks
  • Date Posted:
  • Job ID:
  • Pay Rate
  • Contact Name
    Volt Branch
  • Phone

Job Description

Short Term Remote Help Desk QA Analyst Needed!

You will  be listening to recorded calls and grading each call with a set of scoring standards for the appropriate team. You will attend a few 1-1 or team meetings each week and working with their mentor to ensure they are grading calls correctly, consistently, and in-line with the team.  This is a remote role and can be anywhere in the connected 48 states. Will be assigned to one or more specific areas of responsibility as “Champion”. Self manages that area of responsibility and is relied upon as the expert to provide ideas for improvement, convey issues, make action plans, and advise Senior staff.

What You Need To Be Successful?

  • 3 or more years training/curricula development experience.
  • Requires strong PC literacy, including the Microsoft Office Suite, experience with Access, PowerPoint, and Visio, well versed in flowcharting.
  • Experience in training development and design preferred.
  • Possesses the ability to read, analyze and interpret general business periodicals, technical procedures, and workflow processes.
  • Possesses the ability to create reports, business correspondence and procedure manuals.
  • Possesses the ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Requires advanced abilities to train and mentor Support Services employees. Recommends new/improved procedures as needed to improve productivity and work skills/product.
  • Proactively monitors telephone activity, ticketing system entries and personnel to maintain acceptable performance levels.

Volt is an equal opportunity employer.