Quality Analyst Service Desk

Quality Analyst Service Desk

Roles and Responsibilities:

• Collect, collate, and analyze performance data related to quality.
• Conduct thorough process audits, identify gaps in execution process steps, and provide actionable feedback to agents and Team Leads (TLs).
• Highlight key areas of improvement and prepare specific action plans for each area.
• Create huddle packs based on completed RCAs to disseminate insights.
• Create and implement sampling plans, conduct calibration sessions, and facilitate feedback sessions.
• Initiate and participate in calibration sessions with the Client and provide RCAs for weak performances.
• Create awareness by providing training and bringing visibility to Risk Quality initiatives within the engagement.
• Collect and analyze customer complaints and escalations. Report and act on corrective actions for all complaints and escalations.
• Report and track the implementation of corrective actions to ensure process continuity and stability.
• Ensure the knowledge database is up-to-date and conduct regular floor audits to measure awareness.
• Focus on adherence to compliance in transaction monitoring and highlight failures to stakeholders.
• Identify, initiate, and take ownership of Six Sigma and Lean projects to improve metrics, drive desired behaviors, and reduce costs.

Required Skill Set:

Technical Skills:

• General support knowledge of Operating Systems across various platforms.
• Proficiency in general productivity applications like MS Outlook, MS Excel, Lotus Notes, etc.
• Awareness of the concepts of computer and mobile hardware (Specific to L1 support).
• Ability/experience in reporting, including on tools like Avaya/Cisco.

Desired/Preferred skills:

• Yellow Belt / Green Belt certified; experience in successfully completing Six Sigma projects in a similar environment.
• Experienced in process excellence, operational excellence, and transactional quality.
• Willingness to work on multiple projects and periodically set and achieve stretch goals.

General Skills:

• Exceptional verbal and written communication skills.
• Strong decision-making and analytical ability.
• Able to negotiate effectively, possess good presentation skills, and demonstrate strong client-interfacing capabilities.

Education and Other Requirements:

• Graduate with a minimum of 2 years of relevant experience (i.e., L1 helpdesk/tech support process), including at least one year as a quality auditor.
• Willingness to work in rotational shifts.