Run Stronger. Evolve Faster. Perform Smarter with NRI

Ready to shape what's next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia's leading organisations.

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

We're looking for a Service Desk Quality & Assurance Analyst to play a key role in improving service delivery outcomes across a high-performing Service Desk environment. This position focuses on quality assurance, coaching, reporting and continuous improvement, helping ensure every customer interaction reflects the professional standards our clients expect.

Working closely with Service Desk Team Leaders and operational management, you'll provide valuable insights into service performance, identify opportunities for improvement and support analysts to continually enhance their customer service, communication and ticket management skills.

What you'll be doing

• Review and assess Service Desk calls and customer interactions using CXone Quality Management.
• Conduct quality audits across calls and tickets to identify trends, risks and improvement opportunities.
• Provide coaching and constructive feedback to Service Desk Analysts.
• Partner with Team Leaders to support performance improvement initiatives and coaching plans.
• Analyse customer feedback, complaints and satisfaction results to identify root causes and improvement actions.
• Prepare quality assurance reporting, dashboards and performance insights.
• Monitor service quality trends and escalate issues impacting customer experience or service delivery.
• Contribute to the development of quality scorecards, standards and assessment frameworks.
• Support continuous improvement initiatives focused on customer communication, ticket quality, knowledge utilisation and first contact resolution.
• Provide evidence-based insights that strengthen governance, accountability and service outcomes.

What you'll bring

• Experience in a Quality Assurance, Service Improvement, Service Desk, Contact Centre or Customer Experience role.
• Strong understanding of customer service principles and quality management practices.
• Experience reviewing calls, tickets or customer interactions and providing coaching feedback.
• Strong analytical and reporting skills with the ability to identify trends and improvement opportunities.
• Excellent written and verbal communication skills.
• Confidence engaging with stakeholders and influencing positive behavioural change.
• Experience using quality management, service management or reporting tools.
• A continuous improvement mindset with a passion for delivering outstanding customer experiences.

Why join us?

• Opportunity to influence service quality and customer experience outcomes.
• Work closely with operational leaders and make a visible impact.
• Collaborative and supportive team environment.
• Exposure to continuous improvement, service management and governance activities.
• Career development opportunities within a growing technology services organisation.

Your skills. Our impact. Together unstoppable. At NRI, you'll work on meaningful projects, tackle complex challenges, and see the tangible difference your expertise makes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace.

NRI Australia & New Zealand is committed to building a culturally diverse and inclusive workplace and strongly encourages applications regardless of gender, age, ethnicity, sexual orientation, or disability.