IT Help Desk - QA Specialist

Dallas, TX, US

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy thats served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. Its our passion.

Primary Purpose The Quality Assurance Specialist (QAS) is accountable for the quality management activities in the IT Help Desk call center, ensuring that the appropriate number of calls are monitored, reviewed, and scored for each agent, providing constructive feedback and coaching to team members. The QA Specialist collaborates with IT Help Desk leadership to develop new hire and recurring training plans, implement performance improvement strategies that drive high-quality experiences for Parkland end-users through continuous improvement of practices and processes.

Minimum Specifications

Education Associate degree or equivalent in Information Technologies or a related field. Prefer bachelors degree in Information Technologies or a related field.

Experience Must have 2 years of experience as a Quality Assurance Analyst in a call center environment. Prefer 4 years of experience in various IT Help Desk call center operational and/or leadership role.

Equivalent Education and/or Experience May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Certification/Registration/Licensure Prefer CompTIA certifications, CompTIA Network+, CompTIA Security+. Prefer Certified Contact Centre Manager (CCCM) or Certified Call Centre Manager (CCCM)

Required Tests for Placement Skills or Special Abilities Must have an intermediate level knowledge of IT help desk call center operations. Must have knowledge of call center workforce management (WFM) software including call monitoring/listening, coaching, chat room, and call metric reporting tools. Must be able to demonstrate knowledge and ability to operate a computer using word processing, spreadsheet, and data management software. Must be able to monitor and document the effectiveness and quality of incoming calls and provide constructive feedback to the Agents. Must have ability to improve Agent behavior and performance using both formal and informal coaching processes. Must be able to develop creative solutions to motivate a team to share knowledge and complete tasks on time. Must be able to effectively participate in call calibration meetings with the IT Help Desk leadership to evaluate call center performance and improve service delivery. Must have ability to work independently, excellent organizational, written, and verbal communication skills. Must be able to deliver great customer service to both internal and external customers of the IT Help Desk call center. Must be able to collaborate with other Parkland IT departments to support technology implementations (e.g. Knowledge Management, Technical Services, Desktop Support, Network Services, etc.)

Responsibilities Responsible for quality management activities in the IT Help Desk call center, including evaluation, and coaching of individual call performance, dissemination of processes and procedure information, followup communication regarding the customer experiences, compiling statistics and reporting, suggesting best practices and improvements to current processes and procedures. Participates in the design of call monitoring processes and score cards, drafting quality assurance procedures, and developing actions plan. Ensures the targeted number of monitored calls per Agent are reviewed and scored against the quality score card. Presents monthly trend and performance reports (individual, team, and department) to IT Help Desk leadership with feedback / action plans for improvement as needed. Provide positive, constructive coaching, structured and timely recommendations, and feedback (verbal and/or written) that strengthens the Agents abilities to explain systems and services, improving overall Parkland end-user experience. Distribute knowledgebase content using a variety of delivery methods (articles, procedures, process flows, etc.) that ensures the Agent understands and can use the content. Work in close partnership with Knowledge Management team to manage the reviews and approvals of knowledgebase (KB) content within scheduled deadlines, while also proposing and implementing improvements to the KB if needed. Trains and instructs agents on new tools and procedures. Evaluates the readiness and competency of agents to implement new training. Identifies, evaluates, and recommends programs to increase Agent customer service skills. Courses and instructions may come from external resources, Parkland Training resources, or they may be designed in house. Monitor initial calls with new hires after training has been completed to determine readiness for moving into support. Uses call center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continuous improvement of service quality. Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities. Works closely with IT Help Desk leadership and other team leaders to foster a positive, productive work environment that builds positive relationships with all levels of management and staff. Supports IT service interruptions by as defined in the major incident and problem management processes. Performs other related duties/ projects as required and assigned.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees wellness, Parkland Health is a tobacco and smoke-free campus.