SDC Quality Assurance/Quality Control Specialist

About the role

Allied Universal is hiring a Service Desk Coordinator (SDC) Quality Assurance/Quality Control Specialist in Dallas, Texas. The role ensures quality and compliance with service desk operations while supporting the service desk manager, acting as a direct training and escalation resource for Service Desk Coordinators and routing customer service requests to the right parties.

Key responsibilities

• Train and support Service Desk Coordinators so they follow service desk processes, fostering teamwork and collaboration
• Monitor and evaluate calls, email correspondence and case creation for quality and adherence to processes
• Ensure Regional Service Specialists meet customer requirements for third-party platforms such as Corrigo and FMpilot, monitor performance and report deficiencies to field management
• Help run training sessions with Service Desk Coordinators and give feedback with the Service Desk Manager to improve service delivery and customer satisfaction
• Route requests, concerns, questions and inquiries to the appropriate parties via an electronic service toolset, telephone, email and instant messaging

Required profile

• Bachelor's degree in Business, Criminal Justice, Communications or a related field, OR high school diploma/equivalent with at least 4 years of experience in operations coordination, central station operations or a related field, OR at least 2 years of such experience
• Previous experience training and developing team members
• Ability to build effective working relationships with internal and external customers
• Self-motivated, able to motivate and influence others, with excellent oral and written communication skills
• Project management skills, attention to detail and ability to resolve performance gaps

Required skills

• Proficiency in Microsoft Word and Excel
• Ability to use electronic management tools, including metrics and dashboards
• Preferred: ServiceNow, SAP ByDesign ERP, security industry service delivery experience, security certifications, Spanish or another foreign language

What we offer

• Medical, dental, vision, basic life, AD&D, retirement and disability insurance
• Eight paid holidays, five sick days and four personal days
• Vacation accrues at 3.08 hours per biweekly pay period