"Key Responsibilities
Quality Monitoring & Evaluation
• Monitor and evaluate L1 Helpdesk calls, chats, and ticket responses for accuracy, professionalism, and compliance with processes.
• Review incident and service request tickets for correct categorization, documentation quality, troubleshooting accuracy, and SLA adherence.
• Score interactions based on defined QA parameters and share weekly/monthly quality reports.
• Identify error trends and recurring issues in support processes.
Feedback & Coaching
• Provide detailed, constructive feedback to agents on ticket quality and customer interactions.
• Conduct calibration sessions with Team Leads and Managers to ensure consistency in quality evaluation.
• Assist in coaching team members to improve technical skills, communication, and service etiquette.
Process & Compliance
• Ensure L1 agents follow ITIL-based processes such as Incident and Request Management.
• Validate compliance with SOPs, service desk workflows, and organizational policies.
• Recommend updates to SOPs and knowledge base articles as process gaps are identified.
Continuous Improvement
• Analyze quality data to identify opportunities for training and service improvements.
• Work with Team Leads and management to design improvement plans for agents with recurring errors.
• Assist in improving customer satisfaction through quality checks, root-cause analysis, and corrective measures.
Reporting
• Prepare and present quality dashboards and performance insights.
• Track agent-wise and team-wise quality trends and highlight risk areas.
• Participate in periodic audits and quality assurance reviews.
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Skills & Qualifications
Required
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 1–3 years of experience in L1 Helpdesk/Service Desk; prior QA experience preferred.
• Strong understanding of ticketing tools (ServiceNow, JIRA, etc.).
• Knowledge of ITIL processes, incident management, and service desk operations.
• Excellent analytical skills and attention to detail.
• Strong communication and feedback-delivery skills.
Preferred
• ITIL v3/v4 Foundation certification.
• Experience in QA frameworks or service desk quality programs.
• Exposure to remote support tools and basic troubleshooting processes.
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Key Attributes
• Detail-oriented and process-driven
• Strong customer-service mindset
• Objective, fair, and consistent in evaluations
• Excellent interpersonal and coaching skills
• Ability to work under pressure with tight deadlines
Work Timings:
General business: Mon – Fri, 7 am – 7 pm CST
FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST
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