Description :

Title - IT Service Desk  QA Analyst

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Quality Assurance: Conduct regular audits and assessments of IT service desk interactions, including phone calls, emails, and ticket resolutions, to ensure compliance with established quality standards.

Performance Evaluation: Monitor key performance indicators (KPIs) such as average response time, resolution time, first call resolution rate, and customer satisfaction scores to identify areas for improvement.

Feedback and Coaching: Provide constructive feedback and coaching to service desk agents based on QA evaluations, helping them improve their technical skills, communication abilities, and customer service etiquette.

Process Improvement: Collaborate with IT service desk managers and stakeholders to identify process gaps, inefficiencies, and areas for improvement, and recommend and implement solutions to enhance overall service delivery.

Documentation and Reporting: Maintain accurate records of QA evaluations, trends, and performance metrics, and generate comprehensive reports to communicate findings and recommendations to relevant stakeholders.

Training and Development: Assist in the development and delivery of training programs and materials for service desk agents to enhance their technical knowledge, troubleshooting skills, and customer service capabilities.