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 .
