Service Desk Quality Analyst/ Salary upto 7.5LPA+ 52K NSA /Chennai /@ Prachi-8287816038
Location
Gurgaon | India
Job description
JD - Quality Analyst
• Exhibit flexibility and adapt ability, have strong interpersonal
and communication skills
• Knowledge of Quality Standards and practicality of the same
• Quality/ITIL Certifications are preferred
• Great level of confidence and analytical skills
• Good documentation skills
• Develop, modify, apply and maintain IT Quality standards to
exceed client matrices
• Perform Call/Chat monitoring, ticket audit and calibrations -
Achieve targets
• Collaborate effectively, coach and provide feedback to
associates
• Act as a catalyst to drive adherence to all aspects under the
ITIL implementation
• Perform statistical analysis to assess the effectiveness of
implemented continuous improvement processes and
procedures
• Attend client calls on a need basis
• Floor support and live monitoring when needed
• Reporting - develop and provide daily team-based matrices,
weekly and monthly reports to Senior Management on
performance matrices, quality surveillance, conduct meetings
and MOM's
• Need to take calls/chat when there are requirements/act as
an SME - There would be no deviation on this
• Need to work 24/7 shift - There would be no deviation on this
Good-to-Have 1. MCP & ITIL Certification
Responsibility of / Expectations from the Role
1 Should posses' good communication skills.
2 Quality Management & Monitoring for Service Desk
3 Monitor team performance, dashboards & generate reports on trends.
4 Perform data analysis, identify root causes of non-compliances and assure that effective
corrective actions are implemented
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Regards
Prachi (HR)
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contact-8287816038
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