Service Desk Lead

Role Summary:We are seeking a dedicated and detail-oriented Quality Analyst to monitor, evaluate, and improve the quality of IT Service Desk interactions (calls, chats, emails). The ideal candidate will be responsible for ensuring support agents meet defined quality standards, drive performance improvement through regular feedback, and contribute to training, calibration, and knowledge base development initiatives.---Key Responsibilities:· Perform daily monitoring of recorded and live Service Desk interactions (voice, chat, email) against pre-defined quality standards.· Provide structured feedback and coaching to L1 and L2 agents to improve communication, troubleshooting, documentation, and customer service skills.· Coordinate and conduct weekly/monthly call calibrations with TLs, SMEs, and client stakeholders.· Analyze QA trends and agent performance metrics to identify coaching/training needs.· Assist in building quality scorecards, SOP adherence checklists, and escalation matrices.· Collaborate with Training and Service Delivery teams to create learning interventions, simulations, and refresher sessions.· Drive improvements in Knowledge Base (KB) quality: identify outdated/inaccurate articles, propose edits, and track updates in collaboration with SMEs.· Maintain comprehensive QA reports, dashboards, and share actionable insights with management.· Ensure alignment of quality metrics with SLAs such as AHT, FCR, CSAT, and escalation compliance.· Support new hire onboarding by contributing to orientation, shadowing, and nesting phases.---Required Skills & Qualifications:· Bachelor’s degree in any discipline (preferred: IT, Business Communication, or Psychology).· Experience using QA tools, call/chat/email recording systems, and ITSM platforms (e.g., ServiceNow, NICE, Avaya, Five9).· Familiar with service desk metrics and KPIs (AHT, FCR, CSAT, QA Scores).· Strong verbal and written communication skills for coaching and report writing.· Excellent listening, observation, and analytical skills.· Ability to deliver constructive feedback objectively and respectfully.---Good to Have:· ITIL Foundation certification.· Knowledge of knowledge management systems and document lifecycle governance.· Experience in instructional design or e-learning module creation.· Background in contact center coaching, BPO, or Managed Services environments.