Quality Analyst for Service Desk

Tasks:

As a Quality Analyst you will be responsible for evaluating agents to ensure adherence to communication and language acceptability standards. Responsible for providing coaching/feedback to agents in order to develop their communication skills.

Your main aim will be to review helpdesk agent's tickets and provide feedback to them.

Daily activities:

• Daily audits followed by coaching and feedback 
• Daily Analysis followed by coaching and feedback
• Publishing dashboard and trend of audit/analysis-weekly/monthly
• Tracking progress of agents
• Developing briefings basis common findings from audits/analysis fortnightly
• Coming up with Process Level Improvement along with taking those to closure
• Weekly/Monthly Technical Audit and CSAT review calls

Requirements:

• Process Knowledge
• Communication skills – verbal & written
• MS Office knowledge
• Presentation skills
• Interpersonal Skills
• Excel Knowledge
• English level – C1

Experience:

• Strong process knowledge of SD with minimum 2 years of experience
• Minimum 2 years of experience as Quality Analyst

We offer:

• Life insurance
• Private healthcare
• MultiSport Card
• Clear career path in a growing multinational organization

At HCL, we don't just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.