Key Responsibilities:

Process Audits & Monitoring

Conduct regular audits of calls, chats, and emails to ensure compliance with client and company standards.

Monitor IT service desk tickets for accuracy, timeliness, and resolution quality.

Performance Evaluation

Evaluate agent performance against KPIs (accuracy, productivity, customer satisfaction).

Provide constructive feedback and coaching recommendations to Team Leaders.

Documentation & Reporting

Maintain detailed QA reports and dashboards for management review.

Highlight recurring issues and recommend corrective actions.

Compliance & Standards

Ensure adherence to ITIL processes, data security policies, and client-specific SLAs.

Support ISO, GDPR, or DPDP Act compliance where applicable.

Continuous Improvement

Identify gaps in training and suggest process improvements.





Collaborate with operations and training teams to enhance service quality.

Required Skills

Robust knowledge of IT service desk operations and BPO workflows.

Familiarity with ticketing tools (ServiceNow, Jira, Darwinbox, etc.).

Excellent analytical and documentation skills.

Proficiency in MS Excel, Power BI, or other reporting tools.

Strong communication and feedback delivery skills.

Qualifications

Bachelors degree in IT, Computer Science, or related field.

2-5 years of experience in IT-BPO quality assurance or service desk QA.

Exposure to ITIL framework and ISO standards preferred.

📌 IT Service Desk Analyst - QA (Bengaluru)
🏢 Infinx
📍 Bengaluru