Quality Specialist II with Security Clearance

Quality Specialist II (Location - San Antonio, TX) A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency. Key Responsibilities * Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor…