Junior Customer Service Quality Analyst

The Junior Customer Service Quality Analyst plays a crucial role in managing escalated IT incidents effectively. By serving as a vital coordination point, this position ensures that issues unresolved at the first support level are addressed promptly. The Junior Analyst is responsible for monitoring escalated tickets that impact mission-critical systems, validating their priority and impact, and facilitating clear communication within a highly regulated federal environment. Key Responsibilities • Utilize escalation management principles to determine when functional and hierarchical escalations are necessary for urgent or unresolved incidents. • Review and validate incident details to confirm priority and impact; seamlessly route escalated issues to the appropriate resolver groups while ensuring timely follow-up. • Monitor service-level targets for escalated tickets, proactively identify risks of SLA breaches, and engage technical teams for timely service restoration. • Create thoroug