Job Requirements :

Key Responsibilities :

Quality Analyst Proficiency required

a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents

b: Act as a subject matter expert for the line of business assigned

c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills

d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT

e: Generate reports specifically on the status of quality initiative implementation

Technical Experience :

a: Good knowledge about ITSM lifecycle and ITIL framework

b: Positive knowledge about internal quality process

c: Knowledge about Calibration

d: Ability to provide effective feedback and coaching to improve individual and process level quality

e:



Demonstrate flexibility to meet client requirements

f: Three to four years of experience

g: Minimum one year of experience as a Quality Analyst

Professional Attributes :

a: 24x7 Support, mostly night shifts and rotation is ONLY as per project requirement

b: 9.5 hrs. shift, 5 days working per week with two weekly offs based on roster

c: Flexibility to work on weekends and Indian holidays

Educational Qualification:

a: Bachelors degree

Additional Info :

Excellent verbal and written communication skills with email etiquette and customer service skill

📌 Service Desk Quality Analyst (Bengaluru)
🏢 eTeam
📍 Bengaluru