Service Desk Quality Analyst

Job Requirements :
Key Responsibilities :
Quality Analyst Proficiency required
a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents
b: Act as a subject matter expert for the line of business assigned
c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills
d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT
e: Generate reports specifically on the status of quality initiative implementation

Technical Experience :
a: Good knowledge about ITSM lifecycle and ITIL framework
b: Good knowledge about internal quality process
c: Knowledge about Calibration
d: Ability to provide effective feedback and coaching to improve individual and process level quality
e: Demonstrate flexibility to meet client requirements
f: Three to four years of experience
g: Minimum one year of experience as a Quality Analyst

Professional Attributes :
a: 24x7 Support, mostly night shifts and rotation is ONLY as per project requirement
b: 9.5 hrs
shift, 5 days working per week with two weekly offs based on roster
c: Flexibility to work on weekends and Indian holidays

Educational Qualification:
a: Bachelors degree

Additional Info :
Excellent verbal and written communication skills with email etiquette and customer service skill