01Overview
Required Skills and Experience
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 needsCome up with solutions that address or exceed customer's needs and expectations Initiate changes in procedures to continually improve performanceOwn 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 meetingsDevelop a close working relationship with the Account Quality lead and other Quality Specialists in the CentreRegularly 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 pageCarry out Root Cause Analysis and find out the top defect areas, rolling out action plans accordingly.Responsible for client interaction on account & Quality performanceResponsible 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 performanceProviding operational support in processing transactions (If needed)Perform DSAT AnalysisPreferred Skills and Experience
Good Communication Skills: Written and OralSix Sigma CertificationKnowledge of Agile & Basic Quality Tools implementation aspect of the sameKnowledge of quality standards Quality CertificationFeedback & CoachingITIL Foundation .
