Quality Analyst Intern

Job Title: Quality Analyst InternLocation: NIBM Pune, IndiaWork Site: Fully Onsite (5 days/ week)Opportunity: 3 Months Internship Experience: FresherTools: Microsoft Power BI, SharePoint, Quality Management SoftwareKey Skills: Reporting, Data Analytics, Scheduling About AlifCloud IT Consulting: At AlifCloud IT Consulting Pvt. Ltd. we are dedicated to delivering exceptional white-labeled services to enhance organizational security and efficiency. We support Managed Service Providers (MSPs) with our white-labeled offerings, providing valuable pre-sales assistance, top-notch engineers, 24/7 support, and comprehensive managed services. Our mission is to empower IT partners by modernizing their technical teams and ensuring round-the-clock availability through agile and responsive engineering support. Job Description:As a Quality Analyst at our Microsoft Services Distribution company, you will play a crucial role in ensuring the excellence of our technical support services. You will monitor and evaluate the performance of our technical support engineers, manage case logs, and track ticket resolutions. Additionally, you will oversee shift schedules, create rosters, and generate detailed performance reports. Your analytical skills and attention to detail will help identify areas for improvement, providing feedback and training to enhance team performance. Join us to contribute to a high-quality support experience for our clients. Responsibilities:Monitor and evaluate the quality of work performed by technical support engineers.Create and maintain case logs, tracking the number of tickets worked on, resolved, unresolved, and forwarded to Microsoft.Analyze case logs to identify trends and areas for improvement.Manage shifts of technical support engineers and create rosters to ensure adequate coverage.Develop and implement quality assurance processes and procedures.Provide feedback and training to technical support engineers to improve performance.Generate detailed reports on the performance of the technical support team for management review.Collaborate with other departments to ensure seamless service delivery. Requirements:Bachelor's degree in a related field or equivalent work experience.Proven experience in a quality assurance or similar role, preferably in a technical support environment.Strong analytical skills and attention to detail.Excellent communication and interpersonal skills.Ability to manage multiple tasks and prioritize effectively.Proficiency in using quality management software and tools.Knowledge of Microsoft products and services is a plus. At Alifcloud IT Consulting, we are committed to providing a supportive and enriching work environment that fosters growth and rewards excellence. Join us to advance your career and achieve your professional goals.