Help Desk Quality Lead Quality Lead
Desired Experience in Years | : | 2-3 Years |
Number of Openings | : | 0 |
Location/s | : | Hyderabad |
Responsibilities
Auditing calls and the responses provided by the agents and to evaluate the customer experience.
Abide by all Helpdesk policies and processes, including but not limited to code of conduct, attendance, and floor discipline.
Coach Technical Support Executives on evaluation trends to improve their technical capabilities
Help technical support executives to understand appropriate troubleshooting approaches.
Adherence to QA guidelines & Deadlines and prepare reports to communicate the outcome of quality activities.
Support management focuses on review of key drivers, metrics and operational processes that drive KPI results.
Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
Identify areas of improvement in associate performance through trending and analysis.
Monitor calls to ensure Client and company standards are maintained.
Publishing Quality reports/Dashboard (Daily/Weekly/Monthly)
Requirements
2-3 years of experience preferably as Voice Process Audit Quality Analyst.
Have experience of team handling of minimum 15 team members.
Strong troubleshooting knowledge on both hardware & Software areas.
Should possess good analytical knowledge.
Should have good communication skills-English and Hindi
Should Understand Quality Metrics and be able to perform audits and Provide analysis
Understanding of operations reports & MIS.
Should have working knowledge on the Ticketing Tool System.
Should Adherence to QA guidelines & Deadlines and prepare reports to communicate outcome of quality activities
Immediate Joiners are preferred.
Benefits/ Compensation
Salary - Best in the Industry.
Incentive - Best in the Industry.
Medical Policy for the Candidate Family.
Career Growth.