IT Quality Assurance Agent

Company Overview: Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to. Position Overview: The Quality Assurance (QA) Agent is responsible for monitoring, auditing, and improving the quality of service delivery interactions across the MSP’s service teams. Reporting to the Continuous Improvement Manager, the QA Agent ensures that service tickets, communications, and resolutions adhere to internal standards, client requirements, and industry best practices. The QA Agent plays a vital role in identifying performance gaps, coaching opportunities, and areas for process optimization, directly supporting initiatives that enhance service quality and operational excellence. Responsibilities • Conduct regular audits of service tickets, incident reports, change records, and client communications to ensure adherence to quality standards. • Evaluate service interactions based on established criteria, including technical accuracy, professionalism, timeliness, client communication, and documentation quality. • Record findings and compile audit results into actionable reports for the Continuous Improvement Manager and Service Delivery teams. • Identify trends in service delivery issues and recommend areas for targeted coaching, training, or process changes. • Collaborate with the Continuous Improvement Manager to develop and refine QA evaluation forms, scoring guidelines, and audit checklists. • Assist in the development and maintenance of standard operating procedures (SOPs) and knowledge base articles. • Provide constructive feedback to Service Delivery Managers and Team Leads for coaching frontline agents and engineers. • Support root cause analysis (RCA) efforts for major service quality issues. • Participate in calibration sessions with Service Delivery and Continuous Improvement leadership to ensure consistent audit standards. • Maintain accurate, up-to-date records of quality assurance findings and track improvements over time. Daily Responsibilities: • Review a set number of tickets, incidents, changes, and service requests each day based on a rotating or targeted audit schedule. • Score service interactions against QA checklists and criteria. • Identify high-risk or non-compliant tickets and escalate urgent issues to the Continuous Improvement Manager immediately. • Meet with the Continuous Improvement Manager for daily or weekly calibration and trend review. • Update audit tracking logs and maintain detailed documentation for each evaluation. • Highlight "tickets of excellence" and "tickets of concern" for training and recognition purposes. • Work with team leads to communicate findings and support minor corrective coaching where appropriate. • Assist in gathering client feedback or survey results for deeper quality analysis. Key Performance Indicators (KPIs): • Tickets Audited per Day: Minimum 20 tickets per business day. • Audit Accuracy Rate (Calibration Alignment): 95% aligned with Continuous Improvement Manager calibration scores. • Identified Improvement Opportunities: Minimum 6 actionable findings per month. • Turnaround Time for Ticket Audits: 100% of assigned audits completed within 3 business days. • Compliance Findings Rate: Reduction in ticket non-compliance rates by 10% or more quarterly. • Feedback Cycle Completion Rate: 100% of audit feedback delivered to Service Delivery Managers within 3 business days of audit. • Process Documentation Updates: Contribute more than 40% of updates or corrections to SOPs/KB articles per quarter based on findings. • Positive Impact Rate: 75% of agents with improved audit scores after receiving feedback/coaching. Qualifications: • Associate’s or Bachelor’s Degree in Information Technology, Business Administration, Quality Management, or a related field (or equivalent work experience). • 2+ years of experience in a Quality Assurance, Service Desk, Technical Support, or Service Delivery role (MSP environment preferred). • Strong understanding of ITSM concepts (ITIL Foundation preferred). • Excellent attention to detail and strong analytical skills. • High-level written and verbal communication skills. • Familiarity with ticketing and CRM platforms such as ServiceNow, ConnectWise, Autotask, or similar. • Ability to handle sensitive feedback conversations in a professional, constructive manner. • Strong organizational skills with the ability to manage multiple priorities simultaneously. Certifications Preferred: • ITIL v4 Foundations • Certified Quality Improvement Associate (CQIA) or equivalent (optional bonus) Benefits: • Competitive salary commensurate with experience • Comprehensive benefits package including health, dental, and vision insurance. • 401(k) retirement plan with company match • Paid time off and holidays • Professional development opportunities The pay range for this role is: 40 - 50 USD per hour(Remote (United States)) Apply tot his job Apply To this Job