Service Desk Quality
Assurance
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Course Overview
This course is designed to equip service desk professionals with the skills and knowledge to deliver high-quality services to customers. By focusing on quality assurance and continuous improvement, participants will learn how to measure, monitor, and enhance the quality of service provided through structured processes, communication, and effective coaching.
Course Objective
The course aims to:
Provide a practical understanding of quality assurance programs.
Define what quality means for the service desk and how to measure it effectively.
Introduce tools and techniques to assess, monitor, and improve service quality.
Help participants implement continual improvement models and develop key performance indicators (KPIs) for quality assurance.
Target Audience
Quality Assurance Managers
Quality Assurance Team Leads
Quality Assurance Executives
Service Desk Supervisors and Analysts involved in service quality monitoring
Course Duration
- Duration: 2 Days
- Format: Instructor-led, interactive training sessions with practical exercises and discussions.
Implementing Continual Improvement Model for the Service Desk
Learn how to adopt and apply continual improvement practices to enhance service quality systematically.
Reviewing Quality of Communication in Customer Calls
Understand how to assess and improve communication techniques during customer interactions to ensure clarity, empathy, and resolution.
Enhancing Service Desk Quality with the Deming Cycle
Explore the Plan-Do-Check-Act (PDCA) methodology to drive continuous service improvements.
Reviewing Classification, Priority, and Actions in Incident Tickets
Master the art of correctly classifying incidents, prioritizing them effectively, and ensuring appropriate actions are taken for resolution.
Using Assessment Outcomes to Coach Analysts
Discover how to use feedback and quality assessments to coach and mentor service desk analysts for improved performance.
Developing KPIs for the Quality Assurance Team
Learn to create, implement, and monitor key performance indicators that align with organizational goals and ensure accountability.
Setting Assessment & Scoring Criteria for Measuring Quality
Develop robust criteria and scoring systems to evaluate and maintain high-quality standards for service desk operations.
Course Outcome
By completing this course, participants will:
- Have a clear understanding of what service quality means and how it can be achieved.
- Be equipped with tools and methodologies to monitor and improve service quality effectively.
- Develop structured frameworks for quality assurance in service desk environments.
- Gain the ability to coach and guide team members to uphold high standards of service delivery.
- Be prepared to implement continual improvement practices within their teams.
Prerequisite
- At least one year of experience in a service desk environment is recommended.
By enrolling in this course, you will take a significant step toward delivering exceptional service desk experiences and becoming a leader in service quality management.
Sign up today to transform your approach to quality assurance!