Service Desk Specialist-NICE CXone

About the role

The Analyst, Call Quality Assurance conducts quality assurance audits of the following: inbound and outbound calls and chat transcripts, assuring company standards are maintained and product integrity is preserved. Consults with leadership to resolve quality, compliance, and efficiency problems. Function in conjunction with leadership, compliance, training, on special department projects. This position reports to the Supervisor, Customer Experience Quality Management (Technology)

Essential Duties and Responsibilities

• Interprets and implements quality assurance standards
• Evaluates and prepares adequacy of quality assurance standards
• Identifies training needs and organizes training interventions to meet quality standards
• Investigates customer complaints and non-compliance issues.
• Documents and participates in internal audits
• Develops and implements new quality assurance requirements that meet compliance guidelines.
• Analyzes QA data and participates in monthly calibration meetings with leadership

Qualifications & Requirements

• 2-4 years experience in QA call quality.
• Intermediate computer skills with proficiency in Microsoft Office
• Previous experience in a Call Center environment
• Experience with NICE CXone or other call QA software

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

Additional Employee Requirements

• Participation in both internal meetings and external meetings via video calls, as necessary.
• Ability to go into corporate or client offices to work onsite, as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
• Ability to bend, kneel, crouch, and reach overhead, as necessary.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
• Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
• For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
• For positions that require business travel and/or event attendance, a valid driver's license and acceptable driving record are required, as driving is an essential job function.

USA Benefits

• Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
• Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• Employer Paid Life Insurance and AD&D Coverages
• Health Savings account paired with our low-cost High Deductible Medical Plan
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest

At Endava, we're committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives-because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.