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RDP in GeM
/ Help Desk Quality Lead

Help Desk Quality Lead Quality Lead

Desired Experience in Years : 2-3 Years
Number of Openings : 0
Location/s : Hyderabad
Typically, the Analyst participates in a supportive role by acting as a liaison between customer and support departments within the organization, to ensure that all tickets are resolved in an accurate and timely manner. Evaluate & audit conversations/transactions of the technical support Engineers as per pre-defined guidelines ensuring zero/minimal quality variance while maintaining productivity parameters.

Responsibilities

  1. Auditing calls and the responses provided by the agents and to evaluate the customer experience.

  2. Abide by all Helpdesk  policies and processes, including but not limited to code of conduct, attendance, and floor discipline.

  3. Coach Technical Support Executives on evaluation trends to improve their technical capabilities

  4. Help technical support executives to understand appropriate troubleshooting approaches.

  5. Adherence to QA guidelines & Deadlines and prepare reports to communicate the outcome of quality activities.

  6. Support management focuses on review of key drivers, metrics and operational processes that drive KPI results.

  7. Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.

  8. Identify areas of improvement in associate performance through trending and analysis.

  9. Monitor calls to ensure Client and company standards are maintained.

  10. Publishing Quality reports/Dashboard (Daily/Weekly/Monthly)

Requirements

  1. 2-3 years of experience preferably as Voice Process Audit Quality Analyst.

  2. Have experience of team handling of minimum 15 team members.

  3. Strong troubleshooting knowledge on both hardware & Software areas. 

  4. Should possess good analytical knowledge.

  5. Should have good communication skills-English and Hindi

  6. Should Understand Quality Metrics and be able to perform audits and Provide analysis

  7. Understanding of operations reports & MIS.

  8. Should have working knowledge on the Ticketing Tool System.

  9. Should Adherence to QA guidelines & Deadlines and prepare reports to communicate outcome of quality activities

  10. Immediate Joiners are preferred.

Benefits/ Compensation

  1. Salary - Best in the Industry.

  2. Incentive - Best in the Industry.

  3.  Medical Policy for the Candidate Family.

  4. Career Growth.

Company Mission

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.

Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.

PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets. 


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