Quality Analyst for IT Service Desks

Urgently Hiring for QA to support our IT Service Desks 

Job Details: 

Proficient in English (Read + Write + Speak)Very strong in technical and process KnowledgePrevious Service Desk or BPO (Voice Support) experience preferred.Should have knowledge in Service Desk OperationsShould have analytical & reasoning skillsAbility to create Weekly & Monthly Quality reports for the management reviewAbility to analyze large amounts of data and draw out meaningful, actionable summariesExpertise in Microsoft Excel & PowerPointCollaborates well & Effective communicator at all levelsShould have effective coaching skills.Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.Provide regular performance feedback and coaching, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager.Coaching agents and outliers on the floor with respect to domain and communication.Responsible for generating daily, weekly & monthly reports for internal purposes.Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.Provide weekly QA feedback to supervisors to help them analyze the trends with the team.Calibrate cases internally with the team to ensure minimum difference in the ratings.Conduct regular huddles with the various teams/ training batches to share client expectations and trends observed.Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.Liaise with the customer counterparts, for any/all KT’s that happen.RCA on Fatal Errors and provide inputs for further training needs.Suggest Quality improvement plan.              Refresher training on process, ticket documentation mandates, customer handling and communication skills.Focus on ensuring that technical skills are updated at all times for new support servicesHelp in updating the Knowledgebase

Additional Requirements:

Must be Gradudate of any related course Basic knowledge on ITIL, LEAN and Six Sigma is preferredShould be willing to do night shifts and rotational shiftsWilling to work onsite when requiredNeeds to have a reliable internet connection