Quality Analyst

Role Overview

• Should have knowledge in Service Desk and Infrastructure Support Operations 
• Should have analytical & reasoning skills
  • Ability to create Weekly & Monthly Quality reports/decks for the management review 
• Ability to analyze large amounts of data and draw out meaningful, actionable summaries
• Expertise in Microsoft Excel & PowerPoint
  • Collaborates well & Effective communicator at all levels 
• Should have effective coaching skills

Responsibilities:

• Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability. 
• Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required. 
• Responsible for generating daily, weekly & monthly reports for internal purposes. 
• Ensure the Internal monitoring are in sync with the external scores provid...