Quality Analyst Service Desk @ Largest IT MNC

Role Information

Quality Analyst Service Desk

Role Designation Quality Analyst

Position Summary

• Conduct process audits, deploy designed processes, analyze and report

performance on quality

• Support and implement de-risking plans for the process

• Share and document best practices

• Conduct RCAs on transaction monitoring to create action plans to

reduce errors and improve service delivery

• Monitor transactions and calls for compliance and highlight any failures

to the team concerned

• Provide feedback to the agents, based on the findings of the monitoring

• Participate in calibration processes with clients

Required skill set

Technical Skills -

• General support knowledge of Operating systems across various

platforms, general productivity applications like MS outlook, MS excel,

Lotus Notes etc.

• Awareness of the concepts of computer and mobile hardware (Specific

to L1)

• Ability/having experience on 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 also periodically set and

achieve stretch goals

General Skills -

• Exceptional verbal and written communications

• Strong decision making and analytical ability

• Able to negotiate, good presentation skills and Client Interfacing

Job duties and

responsibilities

• Collect, collate and analyze performance data on quality

• Conduct process audits, identify gaps in execution process steps, and

provide feedback to agents / TLs

• Highlight key areas of improvement and prepare action plans specific to

each area

• Create huddle packs based on the RCAs completed

• Create and implement sampling plan, conduct calibration session and

feedback session

• Initiate/Participate in calibration sessions with the Client and provide

RCA for weak performances

• Creating awareness by training and bringing visibility to Risk quality

initiatives in the engagement

• Collect and analyze customer complaints and escalations. Report and act

on the corrective actions for all the complaints and escalations

• Report and track implementation of corrective actions to ensure process

continuity and stability

• Ensure the knowledge data base is up to date and conduct regular floor

audits to measure awareness

• Focus on adherence to compliance in transaction monitoring and

highlight failures to stake holders

• Identify, initiate and own sig sigma and lean projects to improve

metrics, drive behaviors and reduce costs

Education and other

requirement

• Graduate with Minimum 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

# IMMEDIATE JOINERS PREFERED OR NOTICE WITH MAX OF 30 DAYS .

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