- Responsibilities
- Perform Quality Audits on Voice Chats Web Email tickets
- Perform Root Cause Analysis and suggest corrective action
- Provide real time feedback to Agents
- Provide updates in quality huddles and client calls
- Participate in calibration sessions with other Quality Auditors SME Client SME
- Pitch in for Calls Email Chats if required to maintain the Service Levels
- Gain process knowledge and process 2 tickets on daily basis
- Diagnose and troubleshoot technical issues including account setup and network configuration and assist the team
- Works towards building relationships with client process owners to be able to anticipate and plan for future issues and challenges and improvement of SOP s Knowledge articles
- Maintain jovial relationships with team members and Management
- Work Hand in Glove with SMEs Team Lead Quality team to ensure all desired metrics are met for the team
- Ability to co ordinate and influence people to get the work completed
- Provide insight to the team Management from the quality report
- Desired Preferred Skills
- Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role
- Logical Analytical Ability
- People Mgmt
- Interpersonal skill
- Excellent problem solving and communication skills
- Soft Skill
- Assertive and effective in communications written verbal
- Analytical ability
- Presentation skills
- Good working knowledge of MS Excel Word and PowerPoint
- Shift Flexible to work in shifts
- Location of work Work from Office Bangalore
Customer Service->Regular Customer Service
