[Hiring] Quality Assurance Analyst @Marco Technologies

Role Description

The Quality Assurance Analyst is responsible for ensuring consistent service quality across Marco’s service operations. This role focuses exclusively on quality assurance, including:

• Ticket documentation standards
• Resolution accuracy
• Adherence to service processes
• Quality of client interactions

The analyst evaluates completed service work and customer communications, identifies quality gaps, and partners with Service Delivery leadership to drive continuous improvement.

Essential Functions

• Conduct quality assurance reviews of closed service tickets to evaluate:
  • Accuracy of diagnosis and resolution
  • Completeness and clarity of documentation
  • Adherence to service standards, SOPs, and agreements
• Review recorded phone calls and customer interactions to assess:
  • Professionalism and communication quality
  • Problem understanding and resolution effectiveness
  • Alignment with customer experience expectations
• Identify recurring quality issues, documentation gaps, and process breakdowns across teams and clients.
• Provide clear, actionable QA feedback to Service Delivery Managers to support coaching and corrective action.
• Partner with Service Delivery and Operations leadership to:
  • Improve service consistency
  • Reduce repeat issues caused by quality gaps
  • Strengthen documentation and resolution standards
• Contribute to the development and refinement of QA standards, scorecards, and review criteria.
• Assist in creating and updating SOPs related to ticket quality, documentation, and client communication.
• Prepare and present QA findings, trends, and recommendations during service reviews and operational meetings.
• Stay current with service delivery best practices, customer experience standards, and relevant technology platforms.

Qualifications

• Associate’s degree and two years of relevant experience; or equivalent combination of education and experience.
• 2+ years of experience in a service desk, helpdesk, or MSP environment.
• Prior experience performing ticket or call quality reviews preferred.

Requirements

• Familiarity with ConnectWise ticketing systems.
• Strong attention to detail and analytical skills.
• Excellent written and verbal communication.
• Ability to deliver objective, constructive feedback.
• Ability to work independently and manage multiple priorities.
• Experience with QA frameworks or call monitoring tools.
• Understanding of MSP service agreements and work role structures.
• Proficiency in Excel or BI tools for reporting.
• Strong problem-solving skills with a focus on delivering high-quality service solutions.
• Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
• Current industry certifications such as Microsoft MTA, CompTIA Network+, and/or A+ are preferred.
• Excellent communication skills in working with and relating to people at all levels of an organization.
• Well organized and self-directed while being a team player.
• Treat people respectfully, work with integrity and ethics, and uphold organizational values.

Benefits

• Pay Range: $25.50 - $39.50 hourly
• The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background.
• For detailed information about our benefits, please visit our careers page at www.marconet.com/careers .

Location

This is a remote-eligible position; however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.