Quality & Performance Analyst-Service Desk
NTT DATA BUSINESS SOLUTIONS · Noida · onsite · Posted 61d ago
Undisclosed1–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
We are currently seeking a Quality Performance Analyst-Service Desk to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
Business problem to solve: Audit transactions between Service Desk agents and End Users seeking technical assistance.
Position where the individual facilitates quality management system in specific teams under supervision. Performs periodic quality audits, quality controls. Runs quality reports and provides insights with analytical data.
In Service Desks working in Hybrid/ Return to office model, performs monitoring of agent calls, with attention to customer experience and technical/functional excellence. Provides on- going, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and activities, continually raising the bar for quality and service levels. Collates and publishes metrics data related to quality management system for specific teams.
Responsibilities - Conducts internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form.
- Ensures findings are logged and tracked to closure.
- Coordinates with stakeholders such as the Service Desk Operations team, training etc. and provides inputs derived from audit results for agent and account performance improvement.
- Provides feedback to the agent periodically on performance and tracks progress.
- Generates status dashboard and ensures correctness on tools such as MS Excel/Other.
- May perform ad-hoc tasks and activities for projects initiated by stakeholders.
- Identify gaps in Quality of work delivered and implement/ recommend remediation.
- Makes amendments to tools, templates, and dashboards.
- May perform tools testing.
- 1-3 years of relevant experience or equivalent combination of education and work experience.
- Language Requirements: Advanced English skills.
- Basic understanding of Infrastructure Services business process.
- Understanding of industry standards of customer service.
- Basic Knowledge of Audit process and possess analytical skills to utilize results.
- Understanding of ITIL concepts of Incident and Request management.
- Demonstrated basic Excel skills.
Sourced from naukri
Skills
Customer ServiceCustomer Experienceanalytical thinkingbusiness processinfrastructure servicesauditsDashboardClient SuccessBankingcloudoperationsexcelquality managementQuality AnalystArtificial Intelligence
About NTT DATA Business Solutions
NTT DATA BUSINESS SOLUTIONS
IT Services & Consulting
4k+
employees
1989
37 years old
Hyderabad / Secunderabad, Telangana
India
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NTT DATA Business Solutions helps clients innovate and transform through expert SAP solutions, advisory, implementation, and managed services.
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IT Services & Consulting
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