Service Desk Quality Analyst

Job Description

• 4+ Years of experience in service desk quality analyst.
• Improve the quality of the process by implementing Defect Prevention methodologies, identifying wastes and driving process improvement actions.
• Create a quality culture, keeping people focused on understanding the customer's needs
• Come up with solutions that address or exceed customer's needs and expectations
• Initiate changes in procedures to continually improve performance
• Own and drive the Quality Call Process (call monitoring) and ensure feedback is being given.
• Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given.
• Ensure team is focused on updating tickets frequently.
• Assist the team with the excellent handling of ticket records by the team, including ticket to call, dispatch tickets, documentation standards and correct CTI usage.
• Participate in the appropriate center wide meetings
• Develop a close working relationship with the Account Quality lead and other Quality Specialists in the Centre
• Regularly present to team and management team on Quality Improvements.
• Conduct Team huddles to discuss the individual and team performance.
• Conduct Calibration Sessions with the Ops team to be on the same page
• Carry out Root Cause Analysis and find out the top defect areas, rolling out action plans accordingly.
• Responsible for client interaction on account & Quality performance
• Responsible for availability of Data/Data Analysis/Data Analytics and proper understanding of CTP's & CTQ's of the account and ensures RCAs are available for any inconsistency in account performance
• Providing operational support in processing transactions (If needed)
• Perform DSAT Analysis

• Good Communication Skills: Written and Oral
• Six Sigma Certification
• Knowledge of Agile & Basic Quality Tools implementation aspect of the same
• Knowledge of quality standards Quality Certification
• Feedback & Coaching
• ITIL Foundation