Quality Analyst - IT Service Desk - Hyderabad
- Teleperformance
- 2 - 6 years
- Hyderabad
- 10 months ago
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Job Description
Purpose of Position:
Ensure that agents provide quality service in line with organizational objectives. Optimized quality assurance will increase agents' efficiency through behavior modification and enhance the quality of service to customers.
Key Skills:
Strong Technical Knowledge in terms of IT/Service Desk, Excellent Communication skills (Written/Verbal), Good Interpersonal skills, Excellent problem solving and analytical skills, Strong decision-making skills, Excellent Time Management Skills, Should be able to work in 24X7 environment, excellent coaching skills.
Quality Analyst Job Duties:
- Sample and evaluate IT contact transactions.
- Report results of evaluations to Quality/Operations
- Coach ITOps/Service Desk Executives on the evaluations done
- Identify process level opportunities and work with Operations to mitigate the gaps
- Run analysis on contact evaluations and highlight trends
- Coach agents based on evaluation trends to improve their technical capabilities
- Use trends to identify training needs and developing action plans
- Help ITOps/Service Desk executive to understand appropriate
- Participate in calibration sessions with Quality/Operations
- Maintain current understanding of program strategies
- Support management focus on review of key drivers, metrics and operational processes that drive KPI results
- Demonstrate commitment to program internal customer satisfaction.
- Represent and organize calibration sessions with stake holders.
Quality Analyst Skills and Qualifications:
- Interpersonal skills
- Excellent Communication skills (Verbal & Written both)
- Problem solving
- Analytical Ability
- Adaptability
- Customer orientation
- Decision-Making
- Able to manage multiple priorities in an ever-changing environment
- Excellent organizational and time management skills
- Must be extremely detail oriented with the ability to develop through corrective & preventive plans
Quality Analyst Qualifications
- Should be a Graduate
- Should have total experience of at least 2 years
- Must be good in Microsoft Office applications, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
Job Classification
Industry: BPO / Call CentreFunctional Area:
Role Category: Business Process Quality
Role: Business Process Quality
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Contact Details:
Company: TeleperformanceLocation(s): Hyderabad
Keyskills: IT Service Desk Quality Analyst
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Motivated by challenges and delivering exceptional outsourcing services for over 20 years, Teleperformance in India is a leading provider of Digital Integrated Business Services. We offer omnichannel Customer Experience Management, Back-Office Services and Transformation Solutions to leading glo...
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