Location: Gurugram

Experience: 2+ Years

Shift: 24x7 Rotational Shifts

Work mode: Work From Office

Employment Type: Full Time

Role Overview

- We are seeking a detail-oriented and analytical Service Desk Quality Analyst to join our team.;

- The successful candidate will be responsible for monitoring, evaluating, and improving the quality of service delivered by the Service Desk team.;

- This role requires strong analytical skills, stakeholder management, coaching abilities, and a passion for driving continuous improvement and customer satisfaction.

Key Responsibilities

- Conduct quality audits of Service Desk interactions including calls, chats, emails, tickets, and case documentation.

- Evaluate adherence to established quality standards, processes, and compliance requirements.

- Provide timely and constructive feedback to agents and support teams to improve service quality.

- Perform Root Cause Analysis (RCA) on quality gaps, recurring issues, and customer dissatisfaction trends.

- Analyze CSAT and DSAT feedback and identify improvement opportunities.

- Facilitate calibration sessions with operations and stakeholders to ensure scoring consistency.

- Monitor process compliance and identify areas of risk or deviation.

- Review and validate knowledge articles and process documentation for accuracy and completeness.





- Prepare and maintain quality reports, dashboards, scorecards, and performance insights.

- Present quality findings, trends, and recommendations to leadership and stakeholders.

- Support internal and client-facing quality reviews and governance meetings.

- Drive Continuous Improvement (CI) initiatives aimed at improving quality, efficiency, and customer experience.

- Collaborate with Service Desk Operations, Training, and Support teams to implement corrective and preventive actions.

- Identify automation opportunities to improve quality monitoring and reporting processes.

Required Skills Qualifications

- Minimum 2 years of experience in Service Desk, Quality Assurance, Quality Monitoring, or a similar role.

- Strong understanding of IT Service Desk operations and support processes.

- Experience conducting transaction, ticket, call, chat, and email audits.

- Strong analytical and problem-solving skills.

- Excellent written and verbal communication skills.

- Ability to provide coaching and developmental feedback.

- Strong attention to detail and process orientation.

- Experience creating reports and presenting insights to stakeholders.

- Proficiency in Microsoft Excel and PowerPoint.

- Ability to work independently in a rapid-paced environment.

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📌 Infra Tech Support Practitioner (Gurugram)
🏢 Accenture
📍 Gurugram