Associate Quality Analyst

About Us 

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration, and cloud-native development. With certified experts in AWS, Azure, and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago. 

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning. 

We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply. 

Role: Quality Analyst ​

Responsibilities:​

• Monitor, evaluate and score inbound calls against established quality assurance instruments and standards​
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards​
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools​
• Supports and communicates business goals, quality standards, processes and procedures and policies​
• Ensures the Service Desk agents adhere to predetermined quality assurance standards and the business’s standard operating procedures​
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures​
• Provides performance expectations, action plans and development plans to improve call quality​
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined​
• Listens to call recordings and provide insights to management that will maximize customer satisfaction

  Requirements:​

  • Bachelor’s degree or relevant Quality Assurance experience of 3 years.​
  • A minimum of 3 years’ experience in a medium to large sized enterprise environment​
  • Strong understanding of quality management principles and tools​
  • Excellent analytical and problem-solving skills​
  • 3+ years of experience in Quality analysis​
  • Thorough understanding of ServiceNow Ticketing System​
  • Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels​
  • Proficiency in data analysis and reporting​
  • Good understanding of MS Office & MS Tools​
  • Good to have people management skills ​
  • Good to have Lean/Six Sigma knowledge​

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