Description :

Title - IT Service Desk  QA Manager

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Quality Assurance Management:

• Develop and implement quality assurance policies and procedures for the IT Service Desk.
• Establish quality standards and performance metrics for support interactions.
• Monitor and evaluate support tickets, calls, chats, and emails to ensure adherence to quality standards.
• Conduct regular audits and reviews of support interactions to identify areas for improvement.
• Provide feedback and coaching to support agents to improve performance and adherence to quality standards.

Team Management:

• Lead and manage a team of QA analysts responsible for evaluating support interactions.
• Set clear performance expectations and goals for the QA team.
• Provide training and development opportunities to enhance the skills of QA analysts.
• Foster a culture of continuous improvement and excellence within the QA team.

Data Analysis and Reporting:

• Analyze QA data to identify trends, patterns, and areas for improvement.
• Generate regular reports on QA performance, including key metrics and insights.
• Present findings and recommendations to senior management to drive decision-making and process improvements.

Process Improvement:

• Collaborate with IT Service Desk management and other stakeholders to identify process improvement opportunities.
• Propose and implement changes to workflows, procedures, and systems to enhance quality and efficiency.
• Monitor the effectiveness of process improvements and adjust strategies as needed.

Stakeholder Communication:

• Serve as the primary point of contact for QA-related inquiries and issues.
• Communicate regularly with IT Service Desk management and other stakeholders to provide updates on QA initiatives and performance.
• Collaborate with cross-functional teams to ensure alignment and coordination of QA efforts with broader organizational goals.