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Quality Assurance Workshop

February 4, 2016 @ 11:30 am - 1:30 pm

 Quality Assurance Workshop

 Facilitated by Guy Charrette

  Thursday, February 4, 2016

 11:30 A.M. to 1:30 P.M.

 Michigan First Credit Union 

Please join us for lunch and engaging discussion around Quality Assurance best practices!

How do you ensure quality in your Service Desk? Reviewing call recordings with your Service Desk Analysts is a key component of Quality Assurance. This workshop will provide actual Service Desk call recordings and utilize them in multiple exercises enabling you to work with your peers to discuss Quality Assurance best practices.

BIO:

 Guy Charrette

Guy Charrette has almost 20 years of experience in IT leadership, most of which have been spent leading Service Desks in the retail, banking and automotive fields. Guy holds the following certifications:  HDI Help Desk Manager, ITIL Foundations V3, STI Field Support Technician and STI Knowledge Management. He is currently leading the IT Service Desk at Volkswagen Group of America.

  Lunch will be provided by the event sponsor

TekSystems

Please register only if you plan to attend so we can get an accurate count for lunch.

Details

Date:
February 4, 2016
Time:
11:30 am - 1:30 pm

Venue

Michigan First Credit Union
2700 Evergreen Road
Lathrup Village, MI 48076

Organizer

HDI Local Chapter; Motown