01Responsibilities
- Perform Quality Audits on Voice / Chats / Web / Email tickets.
- Perform Root Cause Analysis and suggest corrective action.
- Provide real time feedback to Agents.
- Provide updates in quality huddles and client calls.
- Participate in calibration sessions with other Quality Auditors / SME / Client SME.
- Pitch in for Calls / Email / Chats if required to maintain the Service Levels.
- Gain process knowledge and process 2 tickets on daily basis.
- Diagnose and troubleshoot technical issues, including account setup and network configuration and assist the team.
- Works towards building relationships with client process owners to be able to anticipate and plan for future issues and challenges and improvement of SOPs / Knowledge articles.
- Maintain jovial relationships with team members and Management.
- Work Hand in Glove with SMEs / Team Lead / Quality team to ensure all desired metrics are met for the team.
- Ability to co-ordinate and influence people to get the work completed.
- Provide insight to the team & Management from the quality report.
Desired / Preferred Skills:
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Logical & Analytical Ability
- People Mgmt. & Interpersonal skill
- Excellent problem-solving and communication skills
Soft Skill:
- Assertive and effective in communications (written & verbal)
- Analytical ability
- Presentation skills
- Good working knowledge of MS Excel, Word and PowerPoint
Shift: Rotational shifts, including night shifts as per business requirements
Work Location: Full time Work from Office (all 5 days) in Bangalore .
