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IT Service Desk QA Manager

  • Prakhar Softwares Solutions Pvt.Ltd
  • Delhi / NCR
Skills : Quality Assurance Management,Team Management,Data Analysis and Reporting,IT Service Desk

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.

Job Overview

  • Posted date : 2024-05-10
  • Location : Delhi / NCR
  • Vacancy : 3
  • Job nature : Full Time
  • Salary : Not Disclosed
  • Job Shift : Morning

Company Information

Prakhar Softwares Solutions Pvt.Ltd

Prakhar Softwares Solutions is a CMMI Level 3 , ISO 9001:2015, ISO 27001:2013 certified company dealing in multiple projects including software development, Staffing Management, Recruitment Process Outsourcing, E-governance. We have 10 offices across India and working for various e-governance projects of National Importance.

  • Name: Sahasha Namdeo
  • Web : prakharsoftwares.com
  • Email: info@prakharsoftwares.com