Responsibilities
Responsibilities include:
- Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved
- Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached
- Use expertise to reach effective resolution and prevention of future incidents
- Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilisation, attendance and workload
- Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager
- Maintain accurate records of work completed, changes made, customer interactions in line with data protection laws and company policies, and on the systems designated by the company
Future Prospects
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
Reality Check
Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.
Skills Required
- Qualification or experience in ITIL v3
- Experience of working within a direct customer facing environment
- Working within ISO270001/20000
- Microsoft Suite Server and Client
- FTP Administration
- Basic Network server technologies (DHCP, DNS)
- Microsoft SQL Server 2008, Encryption Software – PGP & Checkpoint – Installation & Administration
Qualities Required
- You will have excellent communication skills and problem-solving skills
Qualifications Required
- The successful candidate will hold at least 3 GCSE’s A*-C/9-4 or equivalent -- Or
- GCSE’s D/3 in maths and English
Training Provided
- Level 3 Infrastructure Technician Standard
- Functional Skills in maths and English if required
Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.
