Service Desk Quality Management-Application Tech Support Practitioner

Project Role :
Application Tech Support Practitioner
Project Role Description :
Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :
Service Desk Quality Management,Service Desk Voice Support
Good to have skills :
NA
Minimum
1 year(s) of experience is required
Educational Qualification :
a: Bachelors degree
Key Reponsibilities :
Quality Analyst Proficiency required a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents b: Act as a subject matter expert for the line of business assigned c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT e: Generate reports specifically on the status of quality initiative implementation
Technical Experience :
a: Good knowledge about ITSM lifecycle and ITIL framework b: Good knowledge about internal quality process. c: Knowledge about Calibration d: Ability to provide effective feedback and coaching to improve individual and process level quality e: Demonstrate flexibility to meet client requirements f: One to three years of experience g: Minimum one year of experience as a Quality Analyst
Professional Attributes :
a: Excellent verbal and written communication skills with email etiquette and customer service skills b: 24x7 Support, mostly night shifts and rotation are ONLY as per project requirement c: 5 days working per week with two weekly offs based on roster
Excellent verbal and written communication skills with email etiquette and customer service skill
NA