Mortgage Insurance Specialist managing private mortgage insurance operations for Selene Holdings in Jacksonville, Florida. Ensuring compliance with investor guidelines and maintaining data integrity in a fast - paced environment.
About the role
- Quality Lead overseeing service desk quality assurance and team development in a tech support environment. Responsible for implementing standards and strategies to enhance user satisfaction and compliance.
Responsibilities
- Develop and implement quality standards, metrics, and processes for service desk operations
- Monitor and evaluate service desk interactions (calls, chats) to ensure compliance with quality benchmarks
- Provide coaching and training to service desk team members to enhance technical and customer service skills
- Analyse performance data to identify trends and make data-driven recommendations for process improvements
- Collaborate with the service desk manager and other stakeholders to optimize workflows and enhance service delivery
Requirements
- Bachelor’s degree in Information Technology, Business Administration, or related field preferred
- 3+ years of experience in a service desk or technical support environment
- Proven track record in quality assurance or leadership roles within IT service management
- Strong understanding of ITIL frameworks and service desk operations
- Exceptional analytical and problem-solving abilities
- Proficiency in service desk CRM tools and quality monitoring tools
- ITIL Foundation certification preferred
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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