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: Good 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

Skilled 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