Help Desk

Our healthcare client is seeking a Customer Quality Assurance Coordinator that will be responsible for enhancing the customer experience and service quality across the Information Technology Service Management (ITSM) department. This role serves as a key liaison between IT teams, customers, and office locations to coordinate service-related activities, conduct quality assurance follow-up calls, gather customer feedback, and support project initiatives. The ideal candidate is an excellent communicator with a customer-first mindset, a working understanding of IT concepts, and the ability to translate technical information into clear, customer-friendly language. This individual will help ensure that IT services are delivered professionally, consistently, and in alignment with customer expectations.

• Conduct follow-up calls with customers following IT service requests, incidents, technical support engagements, and other service interactions to assess satisfaction and service quality.
• Gather customer feedback, identify recurring concerns, and document opportunities to improve the customer experience.
• Verify that customer issues have been resolved effectively and that customers understand the resolution or next steps.
• Identify and escalate service quality concerns, unresolved issues, and recurring customer pain points to the appropriate ITSM teams.
• Maintain accurate records of customer feedback, follow-up activities, and quality assurance outcomes within IT service management tools.
• Help identify trends in customer satisfaction and service delivery to support continuous improvement initiatives.
• Promote a professional, responsive, and customer-focused approach across IT support services.
• Coordinate schedules, appointments, and follow-up activities with customers, office locations, IT support teams, and other stakeholders

• 1 Year of Experience on a Help Desk
• Experience in customer service, quality assurance, IT support coordination, project administration, or a related role.
• Excellent verbal and written communication skills, including the ability to conduct professional customer follow-up calls.
• Working knowledge of IT terminology, technical concepts, and service delivery processes.
• Strong organizational skills with the ability to coordinate multiple schedules, priorities, and activities simultaneously.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Strong attention to detail and the ability to maintain accurate documentation and follow through on commitments.
• Demonstrated ability to work collaboratively with technical teams, business stakeholders, and customers.