Company Overview

Mobile Solutions is an award-winning SaaS company that provides full life-cycle Managed Mobility Services including procurement, staging and kitting, real-time expense management, business analytics and reporting, account optimization, 24x7 US-based support, Unified Endpoint Management, and device reclamation services. We’ve made it simple for our clients to manage corporate liable devices while also automating the management of mobile costs, assets, usage, plan changes, invoice processing, and reporting. With MAX, our cloud-based portal, we provide one, easy-to-use technology interface.

Job Description

Mobile Solutions is looking for a natural born leader for our rock-star service desk team! The Quality Assurance Manager is responsible for ensuring our Service Desk’s calls, tickets, and processes observe Mobile Solution’s quality standards. 

A successful candidate will have proven success in creating and performing quality assurance on tickets and phones calls for a team of 15 to 30, carrier experience (preferred), track record of coaching/development, familiarity with Excel, and previous call center experience (preferred).

We are looking for an individual who can quickly adopt our company values and help maintain the culture on the service desk.  Leading by example, demonstrating integrity, and being a brand ambassador are key qualifications we are looking for. 

Responsibilities and Duties

• Monitoring and reviewing Service Desk activities (Calls, tickets, and chats). To include side by side counseling sessions.
• Track QA results, analyze to identify concerns, and provide QA reports to Director.
• Evaluate SDRs based on current measured KPIs. Work with training to develop team members who are struggling.
• Daily monitoring of Service tickets
• Ticket/call QA and research due to escalations
• Communicate to the training team any needed coaching/retraining based off common or repeated mistakes.
• Collaborate and work with training and management to develop ticket creation process that will standardize the way the Service Desk create, notate, and resolve tickets.
• Updating company/client wikis
• Manage call software for QA processes
• Updating team on policies/best practices
• Technical research on issues that the desk may not be versed in
• Manage any future QA team members.

Qualifications and Skills

• 1-3 proven work experience as a Help Desk or customer service Quality Assurance Manager/Supervisor
• Building and maintain relationships with supporting staff
• Hands on experience with ticketing systems
• Extremely organized
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills

Compensation and Benefits:

• Mobile Solutions offers a comprehensive health, dental and vision benefits package.
• Paid time off. We strongly believe in work life balance and taking time for yourself.
• Mobile Solutions provides a 24-Hour Fitness gym membership for all employees.
• 401K with employer match
• Compensation is $55,000 (DOE)

Mobile Solutions Services Inc. is an Equal Opportunity Employer that does not discriminate on the basis Race, color, national origin, religion, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), age, disability, genetic information, citizenship status, partnership status, civil union/domestic partnership status, employment status, income status, civil air patrol status, emergency responders, employee assistance, unemployment status, veteran status, gender identity/expression, sexual orientation, ancestry, marital or family status, military service, domestic violence victim status, sickle cell trait or testing, political affiliation or activities, arrest/conviction record, obesity, HIV/AIDS diagnosis, national origin including physical, cultural, or linguistic characteristics or marriage to or association with persons of a national origin, sexual and reproductive health decisions, immigration status, race inclusive of traits historically associated with race, hair texture, hair type, and protective hairstyles.