The Quality Assurance Analyst is responsible for ensuring consistent service quality across Marco’s service operations. This role focuses exclusively on quality assurance, including ticket documentation standards, resolution accuracy, adherence to service processes, and the quality of client interactions. The analyst evaluates completed service work and customer communications, identifies quality gaps, and partners with Service Delivery leadership to drive continuous improvement.
ESSENTIAL FUNCTIONS:
- Conduct quality assurance reviews of closed service tickets to evaluate
- Accuracy of diagnosis and resolution
- Completeness and clarity of documentation
- Adherence to service standards, SOPs, and agreements
- Review recorded phone calls and customer interactions to assess:
- Professionalism and communication quality
- Problem understanding and resolution effectiveness
- Alignment with customer experience expectations
- Identify recurring quality issues, documentation gaps, and process breakdowns across teams and clients.
- Provide clear, actionable QA feedback to Service Delivery Managers to support coaching and corrective action.
- Partner with Service Delivery and Operations leadership to:
- Improve service consistency
- Reduce repeat issues caused by quality gaps
- Strengthen documentation and resolution standards
- Contribute to the development and refinement of QA standards, scorecards, and review criteria.
- Assist in creating and updating SOPs related to ticket quality, documentation, and client communication.
- Prepare and present QA findings, trends, and recommendations during service reviews and operational meetings.
- Stay current with service delivery best practices, customer experience standards, and relevant technology platforms.
QUALIFICATIONS:
- Associate’s degree and two years of relevant experience; or equivalent combination of education and experience.
- 2+ years of experience in a service desk, helpdesk, or MSP environment.
- Prior experience performing ticket or call quality reviews preferred
REQUIRED SKILLS:
- Familiarity with ConnectWise ticketing systems.
- Strong attention to detail and analytical skills.
- Excellent written and verbal communication.
- Ability to deliver objective, constructive feedback
- Ability to work independently and manage multiple priorities.
- Experience with QA frameworks or call monitoring tools.
- Understanding of MSP service agreements and work role structures.
- Proficiency in Excel or BI tools for reporting.
- Strong problem-solving skills with a focus on delivering high-quality service solutions.
- Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
- Current industry certifications such as Microsoft MTA, CompTIA Network+, and/or A+ are preferred.
- Excellent communication skills in working with and relating to people at all levels of an organization.
- Well organized and self-directed while being a team player.
- Treat people respectfully, work with integrity and ethics, and uphold organizational values.
PAY RANGE: $25.50 - $39.50 hourly
The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.
LOCATION: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI