Sobre

• Performs periodic quality audits, quality controls. Provides on- going, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and activities, continually raising the bar for quality and service levels. Conducts internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form. Ensures findings are logged and tracked to closure. Coordinates with stakeholders such as the Service Desk Operations team, training etc. and provides inputs derived from audit results for agent and account performance improvement. Provides feedback to the agent periodically on performance and tracks progress. Generates status dashboard and ensures correctness on tools such as MS Excel/ Other. May perform ad-hoc tasks and activities for projects initiated by stakeholders. Identify gaps in Quality of work delivered and implement/ recommend remediation. Makes amendments to tools, templates, and dashboards. Generates status dashboard and ensures correctness. May perform tools testing. Qualifications: 1-3 years of relevant experience or equivalent combination of education and work experience. Basic understanding of Infrastructure Services business process. Understanding of industry standards of customer service. Basic Knowledge of Audit process and possess analytical skills to utilize results. Understanding of ITIL concepts of Incident and Request management.