Lucknow, Uttar Pradesh
Job Summary
The Service Desk Quality Lead is responsible for driving service quality, operational excellence, and customer satisfaction across Service Desk operations. The role involves conducting quality audits, monitoring analyst performance, analyzing SLA/KPI trends, coaching agents, identifying process improvement opportunities, and ensuring adherence to ITIL and organizational quality standards. The position acts as a bridge between Service Desk Operations, Training, and Service Delivery teams to improve overall end-user experience.
Key Competencies\\\\r\\\\n\\\\r\\\\nCustomer Service Excellence\\\\r\\\\nAnalytical Thinking\\\\r\\\\nAttention to Detail\\\\r\\\\nQuality Management\\\\r\\\\nLeadership & Mentoring\\\\r\\\\nCommunication & Presentation Skills\\\\r\\\\nStakeholder Management\\\\r\\\\nData Analysis & Decision Making\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nKey Performance Indicators (KPIs)\\\\r\\\\n\\\\r\\\\nQuality Audit Score\\\\r\\\\nCSAT Score\\\\r\\\\nFirst Contact Resolution (FCR)\\\\r\\\\nSLA Achievement\\\\r\\\\nTicket Documentation Accuracy\\\\r\\\\nEscalation Reduction\\\\r\\\\nRepeat Incident Reduction\\\\r\\\\nKnowledge Base Utilization\\\\r\\\\nCoaching Effectiveness\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nPreferred Industry Experience\\\\r\\\\n\\\\r\\\\nEnterprise Service Desk\\\\r\\\\nIT Managed Services\\\\r\\\\nGlobal Support Operations\\\\r\\\\nMulti-client IT Support Environment\\\\r\\\\nServiceNow-based Service Desk Operations
Key Responsibilities
Quality Assurance & Monitoring Perform regular audits of calls, emails, chats, and incident tickets. Evaluate analyst performance against defined quality parameters. Ensure adherence to Service Desk standard operating procedures (SOPs). Conduct calibration sessions with Team Leads and Operations Managers. Maintain quality scorecards and audit documentation. [Incident M...escription | Word], [Service_De...quirements | Word] Service Performance & Compliance Monitor service quality metrics and SLA performance. Identify service delivery gaps and compliance deviations. Ensure compliance with ITIL processes and client contractual requirements. Support governance, audit, and compliance reviews. [GlobalAMS_GSD_AMS | Word], [Incident M...escription | Word] Coaching & Development Provide quality feedback and coaching to Service Desk analysts. Conduct refresher sessions on customer service and troubleshooting practices. Work closely with trainers and team leads to improve agent capabilities. Drive performance improvement plans for low-performing agents. [Incident M...escription | Word] Reporting & Analytics Generate daily, weekly, and monthly quality reports. Analyze trends related to: SLA Compliance First Call Resolution (FCR) Mean Time to Resolve (MTTR) Escalation Trends Customer Satisfaction (CSAT) Ticket Quality Scores Publish dashboards and recommendations to management. [Reporting...864646144_ | Word], [Service_De...quirements | Word] Customer Experience Management Review customer feedback and survey results. Perform root cause analysis for customer complaints. Recommend improvements to reduce repeat contacts and escalations. Partner with operations teams to improve customer experience. [Service_De...quirements | Word], [Incident M...escription | Word] Continuous Improvement Identify process optimization opportunities. Support knowledge management initiatives. Drive automation and shift-left opportunities. Participate in service improvement programs and quality transformation initiatives.
Skill Requirements
ITSM & Service Desk Service Desk Operations Incident Management Request Fulfillment Problem Management Knowledge Management Service Level Management ITIL Framework Quality & Process Excellence Quality Auditing Quality Scorecards Root Cause Analysis Process Improvement Corrective and Preventive Actions (CAPA) Continuous Service Improvement (CSI) Reporting & Tools ServiceNow Remedy Jira Service Management Advanced Microsoft Excel Power BI PowerPoint Dashboard Reporting
Other Requirements
Qualifications Education Bachelor\'s Degree in Information Technology, Computer Science, Engineering, or related discipline. Certifications (Preferred) ITIL Foundation V4 Lean Six Sigma Green Belt HDI Support Center Analyst COPC Quality Certification ServiceNow Fundamentals
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