Workforce Management & Quality Assurance Specialist

Are you passionate about driving operational excellence and performance outcomes? Do you thrive on optimising processes, managing capacity, and ensuring service quality? UmbrellaNET is seeking a dynamic and detail-oriented Workforce Management & Quality Assurance Specialist to join our growing team.

This dual-role position is ideal for someone who combines analytical planning capabilities with a strong quality-focused mindset. You will be instrumental in shaping workforce strategy and maintaining high standards of service delivery across our operations.

**About the Role**

As the Workforce Management & Quality Assurance Specialist, you will be responsible for forecasting and managing workforce demand while maintaining quality assurance practices that uphold the integrity of our services. Working closely with key stakeholders across technical and service teams, you will ensure we are both well-resourced and consistently meeting or exceeding our quality standards.

**Key Responsibilities**

**Workforce Management**

* Forecast call and ticket volumes to align staffing levels with business needs
* Monitor daily operations to ensure schedule adherence and service levels
* Coordinate rosters, shift planning, and resource allocations
* Produce workforce analytics and performance reports for leadership
* Identify resourcing risks and implement proactive mitigation strategies

**Quality Assurance**

* Develop and maintain QA frameworks to assess service delivery across teams
* Conduct regular quality audits of tickets, communications, and client interactions
* Deliver feedback, coaching, and training recommendations based on QA findings
* Track quality metrics such as SLA compliance, CSAT/NPS scores, and audit trends
* Collaborate with managers to drive service improvement initiatives

**Requirements**

* Prior experience in workforce planning and/or quality assurance in an MSP, CSP, IT service desk, or call centre environment
* Strong analytical skills with proficiency in Excel, BI tools, or workforce platforms
* Experience working with ITSM or ticketing systems such as Autotask, ConnectWise, or ServiceNow, Halo
* Excellent attention to detail and a structured, process-driven approach
* Strong communication and collaboration skills
* Desirable: Knowledge of ITIL practices, Six Sigma, or formal QA methodologies

**Why UmbrellaNET?**

* Be part of a growing and innovative IT & Cyber Security firm
* Work with a collaborative, supportive, and quality-focused team
* Opportunities for professional development and career progression
* Remote, work from home
* Work life balance