CSC Quality Assurance Analyst, B2B

About the role

The CSC Quality Assurance Analyst, B2B supports the CSC's daily quality initiatives by systematically evaluating technical support interactions. Working with technical staff and supervisors, the role audits operational procedures, key performance metrics and support transactions to ensure technical support processes follow defined standards, protecting service quality and customer satisfaction for enterprise and government clients. This is an on-site position in Trincity, Trinidad.

Key responsibilities

• Review recorded incidents and call recordings to assess whether call and ticket objectives were met, and audit tickets for diagnosis accuracy, escalation appropriateness, SLA adherence and resolution documentation.
• Assess representatives' compliance with process standards and take part in calibration sessions with supervisors and team leads.
• Develop and maintain quality scoring rubrics for technical support interactions.
• Report on KPIs such as missed SLA thresholds, quality scores by representative and interaction type, and quality trends by customer segment, and monitor incident trends.
• Analyse performance of technical support activities and recommend improvements, and produce ad hoc quality reports for external departments.
• Check that ticket documentation is complete, support updates to request handling and escalation policies, and identify training needs from audit findings.
• Monitor incoming calls by phone and email, and help guide team members on ticketing platform use and documentation standards.
• Create and assign tickets to engineers, support escalated case resolution, verify escalations comply with SLAs, and track SLA KPIs.

Required profile

• 2-3 years of full-time professional experience in quality assurance, service desk or technical support.
• Experience in managed services, ISP or telecommunications support is an asset.
• Understanding of SLA frameworks and performance metrics, and of risk assessment, auditing and quality assurance principles.
• Team-oriented, able to work with minimal supervision, with strong attention to detail and organisational skills.
• Exceptional customer service focus, written and oral communication skills, and strong documentation skills.

Required skills

• Working knowledge of an ITSM platform (e.g. ServiceNow, BMC Remedy or equivalent).
• Familiarity with ICT support concepts such as network connectivity, managed LAN/WAN or cloud services is preferred.
• Strong MS Office skills (Word, Excel, Visio, PowerPoint).