Analyst - Bilingual (Quality Assurance) (SK) - Jobs in Regina, SK

Job Description

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM Canada, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world….start your career with ISM Canada and get a front row seat!NOTE TO ALL APPLICANTS: ISM Canada and our Customers have COVID Vaccination Policies in effect. If selected for employment, you will be required to adhere to ISM Canada’s COVID Vaccination Policy (and Customer Policies, if applicable) to either provide proof of vaccination or regular, valid negative COVID-19 tests (the cost of any required COVID-19 testing is the responsibility of the employee).Close Date: January 31, 2022PLEASE NOTE:

• This role has Bilingual language requirements (candidates must be fully bilingual in both English and French)
• This role is subject to additional security screening requirements.
• Relocation Assistance/Bonus of up to $10,000 may be provided for successful candidate(s) who are willing to relocate to Regina, Saskatchewan, for this position.

The Analyst (Quality Assurance) will evaluate process adherence, technical skills and escalation handling for Service Desk calls/tickets to ensure efficiency and increased customer satisfaction.Work involves low to moderately complex projects, applications, and assignments. The position may be called upon to plan and schedule projects, and plans own work with concern for related activities. The position may provide technical guidance to staff members.The position solves problems within framework of technical knowledge and established guidelines. The Analyst (Quality Assurance) understands customer requirements with direction and executes assignments to meet specifications.Responsibilities:

• Reinforce the training program and ensure all Service Desk agents are following required processes and procedures
• Perform regular call and ticket audits and provide feedback
• Listen in on calls and make sure procedures are being followed
• Address issues in a timely manner
• Monitor improvements
• Complete call audits and ticket audits on a monthly basis
• Call audit consists of listening to the call and reviewing patterns
• Ticket audits consists of looking at ticket documentation, procedures being followed, priority assessment and dispatch accuracy
• Providing feedback to Service Desk agents and compiling monthly reports
• Immediate meetings to provide feedback/solution/recommendations
• Monthly one-on-one meeting to provide quality scores and feedback
• Log and track documentation on Service Desk agent performance
• Tracking and progression reports
• Identify trends and develop documentation to address the most frequently reported problems and issues
• Assist with Knowledgebase documentation (updates and new procedures).
• Investigate repetitive issues that are not documented
• Assist with the development and testing of new procedures
• Recommend means for ticket or call improvements, including:
• New procedural steps, increased training, enhanced documentation, or performing ‘mock’ calls using various scenarios
• Effectively communicate expectations, and goals while working with the agents to achieve consistent customer satisfaction.
• Propose scoring criteria and points with management approval

Qualifications:

• University Degree, or diploma from a two year program in Computer Science/Data Processing, or an equivalent combination of education, experience, and training.
• Some knowledge of computer fundamentals; structured analysis, design, and programming techniques; and current operating systems & environments.
• Must be fluent (verbal and written) in both English and French.
• Ability to develop structured programs or procedures.
• Ability to research, analyze, and resolve problems.
• Good interpersonal organizational, oral and written communication skills.
• Ability to work either independently or as part of a team.
• Skills and abilities acceptable to the client.

Key Skills & Abilities:

• Extensive knowledge of ticketing systems/tools HP SM9 and BMC Remedy, considered an asset
• At least 2 years experience providing technical support services in an IT environment considered an asset
• Prior experience in a quality assurance analyst role considered an asset
• Proven output of high-quality tickets
• The ability to deal effectively with internal and external customers
• Good questioning and analytical techniques
• Strong desire to learn, improve efficiency and meet SLA’s
• Ability to convince others
• Ability to adapt to deliver a message in different manner depending on the audience

• Note: if applicable, posted pay ranges for all positions are bi-weekly rates.This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements. ISM Canada is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process. If you are an individual with a disability that requires a reasonable accommodation, or are unable or limited in your ability to use or access our applicant system as a result of your disability, you can request reasonable accommodations in the recruitment process by sending an email to: ismpeople@kyndryl.com

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