Quality Analyst Service Desk

Ghrs Training

3 - 8 years

3 - 8 Lacs

Hyderabad Telangana India

Posted:2 weeks ago| Platform: Foundit logo

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Skills Required

Service Desk Microsoft Applications electrical troubleshooting identify trends

Work Mode

On-site

Job Type

Full Time

Job Description

Ghrs Training

Key Responsibilities:

Conduct comprehensive quality monitoring and evaluation of technical support interactions on the
Service Desk
, specifically for the
International Voice
process.
Assess agent performance based on predefined quality metrics, including call handling, technical accuracy, troubleshooting effectiveness, and customer satisfaction.
Evaluate agent proficiency in supporting
Microsoft applications
,
Office 365
, and
Outlook Configuration
.
Identify and analyze common
troubleshooting
issues and communication gaps to provide actionable feedback for improvement.
Prepare detailed quality reports, identify trends, and provide insights to improve overall service delivery and agent performance.
Collaborate with trainers and team leads to develop targeted coaching programs and training materials.
Participate in calibration sessions to ensure consistency in quality scoring and feedback.

About You:

You have a minimum of
3 years of experience in Service Desk
operations.
You possess strong skills in supporting
Microsoft applications
,
Office 365
,
Troubleshooting
, and
Outlook Configuration
.
You are highly proficient in an
International Voice
environment, understanding the nuances of global customer interactions.
You have a keen eye for detail and a strong analytical mindset to identify areas for quality improvement.
You possess excellent communication and feedback delivery skills, both verbal and written.

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