Overview We are seeking a dedicated and detail‑oriented Service Desk QA Lead to join our team. In this role, you will be pivotal in ensuring top‑tier customer service by supervising and enhancing the quality of interactions between our support staff and clients. Your efforts will be crucial in upholding high levels of customer satisfaction and driving continuous improvement across our service delivery operations. Responsibilities Develop, implement, and manage quality assurance processes and guidelines for the Service Desk team Regularly monitor and evaluate customer interactions to ensure adherence to quality standards and best practices Conduct thorough audits of support tickets, identify areas of improvement and provide actionable feedback to team members Collaborate with team leaders to develop and facilitate training programs that improve technical skills and customer service interactions Analyze customer feedback and trends to pinpoint recurring issues and recommend process enhan...