Application Tech Support Practitioner

Project Role :Application Tech Support Practitioner

Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :Service Desk Quality Management

Good to have skills :Quality ManagementMinimum
2 year(s) of experience is required

Educational Qualification :15 years full time education"
Summary:The role is responsible for understanding and delivering client & customer requirements in terms of Quality and Performance.1. Knowledge of Transaction Monitoring Process2. Candidate should have good Communication skills.3. Ability to provide effective feedback and coaching to improve individual and process-level quality.4. Analytical skills with attention to detail and experience analyzing large sets of data in Excel5. Demonstrate flexibility to meet client requirements.6. Flexible to work Night Shifts.7. If any project demands relocation should be flexible for domestic travel.MAIN ACCOUNTABILITIES:1. Evaluate voice and non-voice interactions and provide constructive feedback to the agents2. Act as a subject matter expert for the line of business assigned3. Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills4. Conduct Root Cause Analysis, monitor Customer Satisfaction Survey results and recommend improvement to reduce AHT5. Generate reports (statistics, graphs, etc.) specifically on the status of quality initiative implementation
Professional & Technical Skills:

Industry experience of a minimum of 12 monthsExcellent communication and interpersonal skillsAbility to Multi-task effectively & good at problem-solving and issue resolutionShould have knowledge of Excel, Power point & WordKnowledge of Six Sigma, ISO, ITIL, and other quality-related tools would be an added advantageNeed to have knowledge and skill set in Power BISupport 24*7 and 5 days work from Office.
Additional Information:- The candidate should have a minimum of 2 years of experience in Service Desk Quality Management.- This position is based at our Bengaluru office.- A 15 years full-time education is required." Qualification 
15 years full time education