Training/Quality Control Specialist

The Training/Quality Control Specialist will coordinate and deliver trainings, monitor service quality, and ensure adherence to performance standards. The ideal candidate will enhance service desk efficiency, improve customer satisfaction, and drive continuous improvement through structured training and quality assurance initiatives.

Requirements

• BA/BS + 8 years of experience
• ITIL Foundation certification (not required to start but expected to attain in first six months)
• Experience in an IT service desk, technical support, or training role
• Experience in service desk operations, ServiceNow ticketing systems, and ITIL frameworks
• Experience with multiple training approaches: virtual, classroom, online material, and learning content
• Strong training, coaching, and presentation skills
• Excellent verbal and written communication skills
• Ability to analyze performance metrics and quality control data to drive improvements
• Familiar with Camtasia or other similar products to create tutorials and recordings

Benefits

• Comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits