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Quality Analyst

Key Responsibilities:

  • Sample and evaluate IT contact transactions.
  • Report results of evaluations to Quality/Operations
  • Coach ITOps/Service Desk Executives on the evaluations done
  • Identify process level opportunities and work with Operations to mitigate the gaps
  • Run analysis on contact evaluations and highlight trends
  • Coach agents based on evaluation trends to improve their technical capabilities
  • Use trends to identify training needs and developing action plans
  • Help ITOps/Service Desk executive to understand appropriate
  • Participate in calibration sessions with Quality/Operations
  • Maintain current understanding of program strategies
  • Support management focus on review of key drivers, metrics and operational processes that drive KPI results
  • Demonstrate commitment to program internal customer satisfaction.
  • Represent and organize calibration sessions with stake holders.

Qualifications & Experience:

  • Interpersonal skills
  • Excellent Communication skills (Verbal & Written both)
  • Problem solving
  • Analytical Ability
  • Adaptability
  • Customer orientation
  • Decision-Making
  • Able to manage multiple priorities in an ever-changing environment
  • Excellent organizational and time management skills
  • Must be extremely detail oriented with the ability to develop through corrective & preventive plans
  • Should be a Graduate
  • Should have total experience of at least 2 years
  • Must be good in Microsoft Office applications, Microsoft Word, Microsoft Excel, Microsoft PowerPoint

Additional Requirements:

  • Strong Technical Knowledge in terms of IT/Service Desk, Excellent Communication skills (Written/Verbal), Good Interpersonal skills, Excellent problem solving and analytical skills, Strong decision-making skills, Excellent Time Management Skills, Should be able to work in 24X7 environment, excellent coaching skills.