Assistant Quality Manager - Service Desk

Job Description

Greetings from Infosys BPM Ltd., We are hiring Assistant Quality Manager for a global Service Desk project in Bengaluru, please find the below job description for your reference and apply if interested. Job Role: Assistant Quality Manager Work Location: Bengaluru (work from office) Education Qualification: Full-time graduation / Post graduation Experience required: At least 6 years of experience in Quality and Process Improvement in Service Desk domain Job requirements: • 6+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations • Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions. • Added advantage if certified on ITIL methodology • Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms • Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team • Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes • Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt • Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams • Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges. • Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space • Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc. • Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis • Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits Regards, Infosys BPM Talent Acquisition Team Show more Show less