Quality Agent
The role reports to the Managed Quality and Knowledge Enablement team. The quality agent is a specialized role within the managed services environment and the purpose of the role is to create a subject matter expert dedicated to ensuring knowledge and quality are maintained regularly. Ensuring the teammate remains connected to the client, they will be working tickets for a maximum of 8 hours a week. The remainder of the week, activities will be focused on knowledge, quality assurance, and agent coaching depending on the team’s needs each week. This position works closely with the operations leadership team to help drive success.

Agent Activities

• Work on calls/chats/inbound self-service for a maximum of 8 hours per week as determined by operations and KMO team.

Ticket Quality Assurance

• Review tickets for quality
• Maintain client-specific rubric
• Coach teammates on ticket imperfections/recognize good tickets
• Provide reports for leadership/SDMs

Coaching

• Review incidents/data to determine training and knowledge needs
• Establish priority of training/knowledge needed based on current team needs/frequency of issue.
• Assist with creation of training materials
• Coach new teammates and on all new processes

Knowledge

• Review incidents/data to determine training and knowledge needs
• Establish priority of training/knowledge needed based on current team needs/frequency of issue.
• Create knowledge articles based on findings/teammate feedback/ticket info
• Manage flag/refresh and update articles
• Coach the team on knowledge usage

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com

Founded in 1988 in Tempe, Arizona
11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
$8.3 billion in revenue in 2020
Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Remote || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || Remote ||