Job Description

Must Have Skills

Þ Perform Call quality monitoring, quality audits and feedback to agents.

Þ Monitor service desk interactions, including phone calls, emails, and chat messages, to ensure adherence to established service level agreements (SLAs) and quality standards.

Þ Conduct quality evaluations of service desk interactions based on predefined criteria, identifying areas for improvement and providing constructive feedback to agents.

Þ Analyze trends and patterns in service desk performance data to identify root causes of issues and recommend corrective actions.

Þ Collaborate with service desk team leaders, trainers, SME’s and managers to develop and implement quality improvement initiatives, training programs, and coaching sessions.

Þ Act as a subject matter expert on service desk processes and procedures, providing guidance and support to agents as needed.

Þ Participate in calibration sessions to ensure consistency and fairness in quality evaluations across the team.

Þ Evaluate, assess and redesign the quality process to meet the business needs.

Þ Stay up to date on industry best practices and emerging trends in service desk management and quality assurance.

Þ Maintain accurate records of quality evaluations and performance metrics, producing regular reports for management review.

Traits

Þ Excellent communication and interpersonal skills, with the ability to provide feedback in a clear, constructive manner.

Þ Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.

Þ Detail-oriented & organized with the ability to manage multiple tasks & priorities effectively.

Þ Effective interpersonal skills including being approachable and dependable.

Þ Proficiency in using quality monitoring tools and software.

Þ Technical competence to understand the agents approach to troubleshooting issues.

Þ Knowledge of ITIL principles and service desk best practices is a plus.

Þ Certifications/Projects in quality management (e.g., Six Sigma, Lean) is desirable but not required.

Working Environment

Þ Would be required to work in the US shift (5:30PM – 2:30AM) and graveyard shift (00:30AM – 09:30AM)

Þ Flexible to rotational shifts / US Shifts / Night Shifts.

Þ 100% Work from Office.

Þ Proven experience of atleast 5+ years in a quality assurance role, preferably in an end-user service desk environment.

Þ Must have experience working in a Voice based international process with either American, British or Australian clients

Required Knowledge, Skills, and Abilities

• Trouble Shooting
• Help Desk
• L2 support