IT Quality Assurance Specialist

The IT Quality Assurance Specialist at Morgan & Morgan is primarily responsible for auditing calls and tickets, maintaining QA documentation, and presenting audit findings to stakeholders. In addition, they design and deliver training programs while conducting performance evaluations and coaching sessions for IT Service Desk agents.

Candidates for the IT Quality Assurance Specialist position at Morgan & Morgan should possess strong analytical, organizational, and communication skills. Familiarity with ITSM tools like Freshservice or ServiceNow, as well as a good understanding of ITIL practices, would be highly beneficial.

The IT Quality Assurance Specialist at Morgan & Morgan is instrumental in developing engaging training materials and conducting onboarding sessions for new IT Service Desk agents. They ensure ongoing training and skills development through refresher courses and specialized sessions.

To thrive as an IT Quality Assurance Specialist at Morgan & Morgan, one must have excellent attention to detail, analytical thinking, and strong communication skills. The ability to adapt training delivery for diverse learning styles is also critical for fostering a supportive educational environment.

At Morgan & Morgan, the IT Quality Assurance Specialist supports performance evaluation by conducting detailed assessments of agent interactions, preparing audit reports, and sharing key insights with leadership. This helps the company identify trends and areas for improvement, ultimately enhancing service delivery.

In discussing your experience with ITSM tools, highlight specific tools you've worked with like Freshservice or ServiceNow. Mention how you utilized these tools for auditing, management, or reporting, and share any relevant metrics or successes that demonstrate your proficiency.

When answering this question, express your approach to providing constructive feedback, emphasizing empathy and clear communication. Share examples where your feedback led to positive changes or improvements in agent performance and client satisfaction.

Discuss your process for assessing training needs and tailoring materials for various learning styles. Include examples of successful training programs you’ve created or implemented, emphasizing creativity and engagement in your methodologies.

You should convey your organizational strategies, such as utilizing collaborative cloud solutions or databases, to maintain and update QA documentation. Provide examples of how you ensure ease of access for team members, and describe any systems you use to track changes or updates.

When answering this, you want to use the STAR method (Situation, Task, Action, Result). Give details about a specific challenge in your QA work, the actions you took to resolve it, and the impact your resolution had on the team or project outcomes.

Here, discuss how you use data analysis to gauge performance metrics, identify trends, and make informed decisions regarding QA processes. Mention specific data points or tools you've used to carry out your analyses effectively.

Provide insights into how you encourage open communication, solicit feedback, and promote ongoing training. Share any initiatives you've led or participated in that helped to cultivate a mindset of improvement among team members.

Discuss your understanding of different learning styles and how you tailor your training sessions accordingly. Mention specific strategies or examples where you adapted content to suit both novices and more experienced agents.

Explain your preparation process for these meetings, which could include analyzing performance data, preparing reports, and identifying highlights or areas of concern. Discuss the types of insights you typically focus on and their significance to leadership.

Share your perspective on what you find crucial in this role, such as attention to detail, analytical thinking, or strong communication skills. Provide examples of how this quality has impacted your work in QA or influenced team success.