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QA-ServiceDesk Full-time

at KRG Technologies in Connecticut (Published at 01-03-2018)

Quality Associate – Service Desk

Roles and Responsibilities

• Conduct daily/weekly Transaction Quality Audits
• Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc...
• Publish Dashboards at defined intervals
• Drive Quality and process improvement initiatives
• Data Analysis – Strong Analytical skills with an ability to draw conclusions from data (Error Analysis and Root Cause Analysis for process deviations)
• Provide data inputs to internal stakeholders
• Flexibility and Availability for any ad-hoc business requirement
• Ensure Confidentiality, Availability and Integrity of Data

Key Deliverables (KRA/Measure)

• Establish controls on Transaction Processing aiming for a Zero Defect Output
• Report and Publish Transaction Quality Metrics
• Providing coaching and feedback on QA findings and further improvements
• Continuous Focus and Drive to meet and exceed SLAs
• Carry out Quality Initiatives

Applicant’s Specifications & Qualification

• Excellent verbal and written communication - English/Spanish (For Mexico)
• Relevant working experience in an international Service Desk / Technical Support environment preferred;
• Minimum 1-2 years of experience performing Transaction monitoring audits and providing feedback in Service desk (preferably voice) or in tech trouble shooting process
• The candidate should have excellent problem solving capabilities and lateral thinking skills
• Knowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint)
• Good Knowledge of QA Audit and Evaluation function
• Coaching and objection handling skills
• Good understanding of QA calibration
• Analytical bent of mind
• Ability to handle pressure and a natural go getter
• Understanding of Tools such as Kaizen, 7 QC tools would be an added advantage

Transactional quality work.
Call center
Six sigma

Reference : QA-ServiceDesk jobs

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