Requirements

• Quality Analyst for Service Desk will act as a Subject Matter Expert with respect to communication and technical knowledge for the analysts in MSC.
• Support the operations on any issues or concerns related to communication and technical.
• Monitor calls and gives feedback to agents and in turn help the program to improve.
• The Quality Analyst will be responsible for compliance of processes and procedures in the Quality team.
• They will be responsible for identifying training needs and identifying improvement needs in processes, procedures, and utilization.
• Will work closely with Delivery Team in the development and implementation and support of operational policies and procedures.

Key Responsibilities/Outcomes:

• Deliver consistent call coaching/s.
• Ensure that all agents in the team are coached
• Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A
• Conduct training for Bucket C agents once every month
• Serve as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA s
• Provide effective queue specific trainings as directed by management
• Should have knowledge to develop analysis and reporting capabilities.
• Pitch in for process improvements to the delivery / client Client facing skills

Skills:

• ITSM ITIL
• Quality Tools LEAN/FMEA
• knowledge and implemented
• Good hands on experience in Excel,
• PowerPoint and presentation skills

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time (

3.) To adhere to quality standards, regulatory requirements and company policies (

4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases