Business Control Systems, LP (BCS) is passionate about providing the best skilled technical professionals for each of our client*s interim and long-term project solutions. We do this by first selecting the best suited candidates, then continuing to support and build our associates* skills throughout each phase of their careers.
Scope of work:
To develop and implement quality standards for a Help Desk group based in Plano, TX. Candidates must have 5 years of experience in a Help Desk environment with Monitoring and evaluating analyst calls, developing a benchmark for analysts to adhere to, coordinating monitoring and training schedules, creating pertinent forms for feedback and creating a standardized system for implementation with in the organization.
BCS provides an open door policy; please feel free to follow up by email or phone.
If you are interested in working with an award-winning, leading consulting firm, please submit your resume for our consideration. All qualified candidates will be contacted.
Experience: Help Desk Quality Analyst * Utilize Qfinity application made by E-Talk * Develop standards and benchmarks for Help Desk Analysts * Coordinates Monitoring of Analysts * Evaluates and Grades Analysts performance * Creates Monitoring Schedules of Analysts * Organizes schedules for other call and performance evaluators * Analyzes trending and analysis data * Uses Trending and Analysis to develop Help Desk Analyst Benchmarks * Develop improvement Guidelines * Maintain and add items to Knowledge Base * Evaluate and create evaluation forms * Develop training plan for Level II & Level III Analysts * Determine level of skill required for each level. To Apply to this job go to http://www.GadBall.com or click here