Key Responsibilities:

- Responsibilities
- Perform quality audits and validations for Calls Chats Emails Web tickets and transactions
- Conduct root cause analysis and recommend corrective actions for continuous improvement
- Provide real time feedback to associates agents to enhance performance and service delivery
- Lead and actively engage in quality huddles and client discussions by presenting key updates sharing insights and recommending process improvements
- Participate in calibration sessions with other Quality Auditors SMEs and Client SMEs to maintain consistency in evaluations
- Handle live interactions via Calls Chats Emails and Web tickets ensuring a minimum of 8 hours of active login time per month
- Gain in depth process knowledge and process tickets to stay aligned with operational realities
- Identify and implement improvement opportunities to enhance the process accuracy and overall user experience
- Build strong relationships with client process owners to anticipate future challenges and contribute to the improvement of SOPs and knowledge articles
- Work closely with Operations SMEs Team Leads and Quality team to ensure team metrics and goals are consistently met




- Demonstrate the ability to coordinate and influence stakeholders to ensure timely completion of tasks
- Maintain positive and collaborative relationships with team members and stakeholders
- Provide actionable insights from quality reports to the team and management for strategic decision making
- Desired Preferred Skills
- Minimum of 3 years experience in an international voice process with a strong understanding of global customer service standards
- Prior experience of performing quality audits and validations for Calls Chats Emails Web tickets and transactions
- Proven experience in roles such as Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar technical support functions
- Exceptional communication skills both verbal and written with the ability to engage effectively across diverse audiences
- Proficient in using Microsoft Excel Word and PowerPoint for documentation reporting and presentations
- Excellent problem solving abilities paired with clear and professional communication skills
- Solid logical reasoning and analytical thinking capabilities
- Shift Flexible shift timings based on business requirements
- Work Location Full time Work from Office all 5 days in Bangalore

📌 Technical process specialist (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru