Walk-in || Service Desk QA

Exp Range - 4 to 8 yrs

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

1. Strong analytical, communication, and presentation skills; precise written documentation

2. Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness

3. Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions

4. Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity

5. Time management; multi-tasking; work with minimum supervision and quick learning skills

6. Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS)

7. Problem-solving and troubleshooting abilities

8. Time management

9. Teamwork and collaboration

10. Identify and diagnose issues and problems

11. Categorize and record reported queries and provide solutions

12. Support problem identification

13. Advise users on appropriate course of action

14. Monitor issues from start to resolution

15. Escalate, if needed, unresolved problems to a higher level of support

16. Excellent written verbal and presentation skills.

17. Grooming team members to influence upskilling and productivity.

Good-to-Have

1. Well organized with ability to multi-task and work with minimum supervision with quick learning skills.

2. Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues

3. Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions)

4. Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs

SN

Role descriptions / Expectations from the Role

1 Scorecards, sampling, calibrations, and periodic reporting.

2 Ability to Lead

3 Ability to upskill and track learning progress of team

4 Ability to attend / present weekly, monthly reports to clients

5 Convert QA findings into coaching plans, run bootcamps, refreshers, and certify readiness.