It is fun to work in an organization where people truly believe in what they are doing. At SCIKEY, we are dedicated to bringing passion and client focus to the business. We work hard, and we are serious about what we do. But we like to have a good time, too. In fact, we run our business with that belief in mind every day.

Must Have:
• Excellent oral and written communication skills
• Excellent presentation & Excel skills
• Strong training and instructional design skills
• Ability to organize, analyze, and prioritize
• Strong interpersonal and coaching skills
• College degree or equivalent experience in training, quality assurance, IT help desk, and/or call centre environments
• 3-5 years’ experience with help desk, call centre, and/or customer service operations
• 1-2 years’ experience with quality assurance and process development
• 1-2 years’ experience training

Daily responsibilities:

The QA/Trainer ensures the quality of help desk support services through training new hires, monitoring and reviewing help desk activities (calls and tickets),
conducting periodic assessments of technician skills and knowledge, coaching and remediation sessions, tracking performance over time and recommending process improvements

Training:
• Train new hires on HighPoint help desk processes, procedures, standards, and systems This includes call handling, customer service skills, ticket creation and documentation,
and basic troubleshooting resources and methods
• Develop and maintain training materials: print, electronic, audio/visual, etc for delivery in classroom, web, phone, etc. settings
• Update training curriculum in response to process or system changes
• Develop, administer, and score assessments Track and report on results
• Schedule training sessions in cooperation with help desk management to minimize disruption to scheduling

Quality Assurance (QA):
• Monitor, review, and score help desk calls and tickets on a daily basis to ensure compliance with HighPoint service standards
• Track QA results, analyze to identify concerns, and provide QA reports to management Recommend improvements and participate in implementing
• In cooperation with Service Desk management and account management develop and implement targeted QA processes and schedules to address identified priorities
• Conduct coaching and remediation sessions with Service Desk resources to verify awareness of standards and processes and facilitate improvement

• Excel
• Excellent Communication Skills
• Coaching
• Customer service
• Quality Assurance
• Process Improvement
• it helpdesk