Service Desk Quality Analyst

Location

Hyderabad | India

Job description

PURPOSE OF THE POSITION

Job Summary:

Reporting to the Service Desk Manager the Quality Assurance Analyst plays a key role/being a key individual within the Service Desk team. This position is responsible for auditing calls recordings/tickets to ensure quality measures are adhered to Quality of standards of Inspire Brands. The most important aspect of the QA Analyst is to improve the customer satisfaction through QA.The customer should have a great experience and we should inspire smiles and provide a high level of attention to the customer.

RESPONSIBILITIES:
Duties and Responsibilities:

• Description:
  Monitor evaluate and score inbound calls against established quality assurance instruments and standards.
• Must have an idea on ITIL workflow / Process knowledge.
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards.
• Participate as needed in calibration sessions employee communication sessions and or creation of communication tools.
• Supports the laid-out Quality Analysis goals quality standards processes and procedures and policies.
• Shares the observations and quality findings to the Service Desk Leads to enhance the quality of both calls and tickets hygiene.
• Monitor calls/tickets to provide feedback regarding telephone etiquette product information given and procedures.
• Provides required action plans and develop concrete plans to improve calls/tickets quality.
• Provides accurate and timely reports on a daily monthly month-to-date and year-to-date rolling basis on call quality productivity availability and other key metrics as determined.
• Listens to call recordings and provide insights to management that will maximize customer satisfaction.
• Well versed in preparing and presenting the weekly monthly Quality data to the leadership team.

EDUCATION QUALIFICATIONS:

Required Minimum: Bachelor's degree in Computer Science Management Information Systems or related field.

• EXPERIENCE QUALIFICATION:
  A minimum of 4 years' experience in a medium to large sized enterprise environment within the Quality Assurance with a customer centric
• 3+ years of experience of ServiceNow any equivalent experience of ticket management tools
• 3+ years of experience in Supervision / Quality analysis or Call Center agent
• Good knowledge in preparing the Quality observation report

KNOWLEDGE, SKILLS, or ABILITIES:

Required knowledge (mandatory):

• 1 year experience within the Network Operation Center (NOC) area.
• Thorough understanding of Service Desk Quality Assurance Tools like Cisco Finesse, Genisys, AWS etc.
• Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels.
• Microsoft Productivity suite experience
• Basis ITIL workflow

Preferred knowledge (Optional):

• ITIL V4 knowledge is preferred.

Equal Employment Opportunity Policy:

It is the policy of Inspire Brands Inc. (IRB or the Company) to treat all employees and applicants for employment fairly and to provide equal employment opportunities without regard to race, color, sex, religion, national original or ancestry, ethnicity, sexual orientation, gender identity, age, disability, genetic information, citizenship, military service or veteran status, marital status or any other characteristic protected under applicable federal, state, or local law. This policy applies to all employment practices including recruiting, hiring, placement, pay, promotions, transfers, training, leaves of absence, and termination.

Inspire Brands, Inc. expressly prohibits any form of unlawful employment harassment based on race, color, sex, religion, national original or ancestry, ethnicity, sexual orientation, gender identity, age, disability, genetic information, citizenship, military service or veteran status, marital status or any other characteristic protected under applicable federal, state, or local law. Improper interference with the ability of IRBs employees to perform their expected job duties will not be tolerated.

About Inspire:

Inspire Brands is a multi-brand restaurant company whose current portfolio includes nearly 32,000 Arbys, Baskin-Robbins, Buffalo Wild Wings, Dunkin, Jimmy Johns, and SONICDrive-In locations worldwide. The company was founded in 2018 and is headquartered in Atlanta, Georgia.

About Inspire Brands Hyderabad Support Center:

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level.

Inspire Brands is disrupting the restaurant industry through digital transformation across multiple brands. The companys technology hub, Inspire Brands HyderabadSupport Center, will lead technology innovation and product development for the organization and its portfolio of distinct brands (both current and future). The Center will focus on developing new capabilities in datascience, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the companys rapid growth and influence how we reach the guest and, more importantly, how the guest wants to interface with us.

Inspires Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

Why Inspire Brands?

Inspire and its six iconic, global brands are driven by passionate team members with a collaborative, innovative spirit and a desire to use technology to create memorable, flavorful experiences for our guests worldwide.

At Inspires Hyderabad Support Center, you'll get the opportunity to learn and grow with us. What makes Inspire different in the way we approach technology is that we are building the capability to be extensible and scalable across our brands.

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level, not just at the top.

A supportive, inclusive environment is very important to us. Just as each of our brands are authentic and unique, we also encourage our team members to do the same. We're a stronger company because of it.

Join a company where we elevate each other and the communities we serve.

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