Quality Assurance and Reporting Analyst

Monash • Clayton, NC

7d

About The Position

Join a dynamic and service-focused team dedicated to enhancing the experience of students and staff across the University. As the Quality Assurance and Reporting Analyst , you will play a pivotal role in shaping how our Service Desk measures performance, delivers service excellence and continuously improves the way we support our community. In this role, you will lead the development and implementation of quality assurance and reporting frameworks that drive high-quality service delivery in a fast-paced, high-volume environment. Working with large and complex datasets, you will identify trends, monitor service performance and generate actionable insights that inform decision-making and operational improvements. You will collaborate closely with Service Desk leaders, faculties and business units to ensure services align with University priorities and deliver outstanding outcomes for students and staff. By supporting team leaders through coaching and mentoring initiatives, you will help foster a culture of proactive service, continuous improvement and accountability. The role also provides the opportunity to contribute to service transition projects, enhance knowledge management practices and influence the design and implementation of systems and processes that strengthen operational efficiency. Through strong partnerships and a commitment to service excellence, you will help ensure the Service Desk delivers accurate, timely and high-quality support across the University. This is an exciting opportunity for a highly analytical and service-driven professional who enjoys working with data, improving systems and processes, and partnering with stakeholders to create meaningful improvements in customer experience.

Requirements

• Highly analytical
• Service-driven
• Enjoys working with data
• Experience improving systems and processes
• Experience partnering with stakeholders

Responsibilities

• Lead the development and implementation of quality assurance and reporting frameworks
• Work with large and complex datasets to identify trends and monitor service performance
• Generate actionable insights to inform decision-making and operational improvements
• Collaborate with Service Desk leaders, faculties, and business units
• Support team leaders through coaching and mentoring initiatives
• Contribute to service transition projects
• Enhance knowledge management practices
• Influence the design and implementation of systems and processes

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed
• Number of Employees: 1-10 employees