We are hiring Quality Analysts for Service Desk operations. The role involves conducting process audits, transaction monitoring, RCA, and implementing quality improvement initiatives in an L1 helpdesk or tech support workplace.

This chance is ideal for candidates with experience in operational excellence, transactional quality, and Six Sigma methodologies.

Candidates will work closely with agents, team leads, and clients to ensure compliance, reduce errors, and improve service delivery standards.
Key Responsibilities
Conduct process audits and deploy designed processes
Analyze and report performance on quality metrics
Conduct RCAs on transaction monitoring to create action plans and reduce errors
Monitor transactions and calls for compliance and highlight failures to the concerned team
Provide feedback to agents based on monitoring findings
Participate in calibration processes with clients
Collect, collate, and analyze performance data on quality
Identify gaps in execution process steps and prepare action plans
Create huddle packs based on completed RCAs




Create and implement sampling plans and conduct calibration and feedback sessions
Collect and analyze customer complaints and escalations; report corrective actions
Ensure knowledge database is up to date and conduct regular floor audits
Identify and own Six Sigma and Lean projects to improve metrics and reduce costs
Support and implement de-risking plans for the process
Eligibility Criteria
Minimum 2 years of relevant experience in L1 helpdesk or tech support process
At least 1 year of experience as a Quality Auditor
General support knowledge of Operating Systems across various platforms
Proficiency in MS Outlook, MS Excel, Lotus Notes or similar productivity tools
Awareness of computer and mobile hardware concepts
Experience on reporting tools like Avaya / Cisco preferred
Yellow Belt or Green Belt certification preferred
Experience in process excellence, operati

📌 Quality Analyst Bengaluru (India)
🏢 KVC CONSULTANTS
📍 India