Quality Assurance Analyst

About the role

Netrix Global is looking for a Quality Assurance Analyst to enhance the quality, consistency and effectiveness of its Service Desk operations. The role focuses on continuous improvement through monitoring, coaching, training development, knowledge management and performance analysis.

Key responsibilities

• Conduct regular quality reviews of Service Desk interactions (calls, chats, emails, remote sessions, tickets) and evaluate analyst performance against standards.
• Maintain quality scorecards, provide actionable feedback, and facilitate calibration sessions with leaders.
• Monitor quality trends, customer satisfaction and process compliance; recommend improvements.
• Design, develop and deliver onboarding and ongoing training programs for analysts, including instructor‑led, virtual and self‑paced formats.
• Create and maintain knowledge‑base articles, SOPs and support guides, ensuring accuracy and alignment with Netrix standards.
• Analyze quality data to support continuous improvement initiatives and drive a culture of excellence.

Required profile

• Experience in technical support or Service Desk environments.
• Strong analytical mindset with ability to interpret metrics and identify improvement opportunities.
• Excellent communication and coaching skills to develop analysts.
• Passion for knowledge management and continuous learning.

Required skills

• Familiarity with Service Desk tools and ticketing systems.
• Experience conducting quality assessments and using scorecards.
• Ability to create training materials and knowledge‑base content.
• Proficiency in data analysis and reporting.