Raymond James IT Help Desk Quality Assurance Analyst in St. Petersburg, Florida

Job Summary:

Under general direction, with a high level of autonomy, uses extensive knowledge and skills obtained through education and experience to manage the call center quality metrics. This role manages, plans, coordinates and directs quality assurance activities designed to promote consistent service. Design and implement policies and procedures to ensure that quality standards are met. Provides comprehensive solutions to complex problems or needs. End results are evaluated for achieving goals and objectives. Extensive contact with internal customers at all levels, including senior management, is required to identify, research, analyze and resolve complex issues.

Essential Duties and Responsibilities:

  • Leads, coaches, mentors and trains others in using established quality assurance methodology

  • Consults with management and other process owners to identify and define process improvement opportunities.

  • Develops, implements and maintains quality assurance activities.

  • Recommends process and procedure to ensure the efficient operation of the TSC.

  • Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.

  • Assesses performance; makes recommendations affecting the performance status of others.

  • Compiles reports defining the overall performance and customer satisfaction levels for each agent.

  • Identifies the interface of key activities within and between the functions of the support organization.

  • Maintains proficiency in service level requirements for the support organization.

  • Facilitates quality calibration sessions to ensure expectations are being met and calibration is in alignment.

  • Administers Quality Assurance Measures (Call monitoring, quality checking cases) and provide feedback and coaching to personnel

  • Makes recommendations on current process/procedures and systems to improve department effectiveness and efficiency

  • Participates in the development and/or delivery of recurring training for all support associates

  • Assists in the agent certification process.

  • Prepares and delivers written and oral presentations to senior management.

  • Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

  • IT Help Desk operations, including data and performance analysis.

  • IT systems, core functions and interrelated help desk requirements.

  • Advanced concepts, principles, practices, tools and strategies of help desk quality assurance..

  • Relational databases, SQL and other query tools

  • PC hardware, software, and communications protocols

  • Key Performance Indicators (KPI), Dashboards and Scorecards

Skill in:

  • Analyzing business processes and identifying process improvement opportunities.

  • MS Office applications with a strong emphasis on MS Excel.

  • Developing and implementing quality assurance methodology.

  • Developing programs to formalize quality assurance as a core competency.

  • Preparing written and oral presentations.

  • Developing implementation plans and maintaining project schedules and timelines.

  • Translating broad concepts into specific actions and related success measures.

  • Operating standard office equipment and using required software applications.

  • Delivering constructive coaching and feedback related to quality.

  • Time management and organizational skills.

Ability to:

  • Lead, coach, mentor and train others.

  • Develop reports, charts, graphs and statistical analysis

  • Provide strategic vision and translate strategy and vision into actions and related success measures.

  • Thrive under pressure and adapt to conflict situations in a rapidly changing environment.

  • Partner with other functional areas to accomplish objectives.

  • Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed.

  • Incorporate needs, wants and goals from different business unit perspectives into quality assurance initiatives.

  • Identify linkages and trends and apply findings to quality assurance initiatives.

  • Read, interpret, analyze and apply information from professional journals and other technology-related material.

  • Incite enthusiasm and influence, motivate and persuade others to achieve desired outcomes.

  • Interpret and apply policies and identify and recommend changes as appropriate.

  • Prioritize and manage multiple projects and priorities in a fast-paced, dynamically changing environment.

  • Communicate effectively, both orally and in writing.

  • Work collaboratively with multiple functional areas.

  • Lead others in handling change and stressful situations and providing a high level of customer service in a calm and professional manner.

  • Establish and maintain effective working relationships at all levels of the organization, including negotiating resource).

  • Maintain currency in process improvement techniques, methodologies and practices.

Educational/Previous Experience Requirements:

  • Bachelor’s Degree preferred and a minimum of 2 (two) years relevant IT help desk experience or an equivalent combination of education, training or experience.


  • Helpdesk industry certifications preferred (HDI certifications).

Job: *Technology

Organization: *Technology

Title: IT Help Desk Quality Assurance Analyst

Location: FL-St. Petersburg-Saint Petersburg

Requisition ID: 1803538