Service Quality Specialist
2-3 yrs

The Associate Service Quality Specialist is responsible for ensuring high-quality IT service delivery by reviewing client feedback, resolving issues, identifying root causes, and driving continuous process improvements. The role requires excellent communication skills and close collaboration with clients, engineers, and internal teams.

Key Responsibilities
Review client feedback (including DSAT cases) and take necessary actions to improve customer satisfaction.
Communicate with clients to resolve queries and manage escalations professionally.
Work with engineers and internal teams to ensure smooth service delivery and project alignment.
Perform Root Cause Analysis (RCA) for recurring issues and recommend improvements.
Analyze operational data and prepare reports using Microsoft Excel and reporting tools.
Ensure SLA compliance and maintain service quality standards.
Support process updates by conducting training and sharing best practices.
Act as a bridge between client feedback and internal teams to drive continuous improvement.





Required Skills
Solid Root Cause Analysis (RCA) skills.
Excellent verbal and written communication skills with the ability to interact confidently with clients.
Strong active listening and problem-solving abilities.
Analytical mindset with attention to detail.
Ability to collaborate effectively with cross-functional teams.
Advanced knowledge of Microsoft Excel and reporting tools.

Capacity Expectations
Average handling time per case: 45 minutes

Expected productivity: 8 10 cases per day
Minimum target: 8 cases per day
Full-time role dedicated to service quality activities.
Monthly capacity: Approximately 160 cases (based on 20 working days).

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Quality Specialist (India)
🏢 Sparix Global
📍 India