CET - sufiyan.a.khan - Infra Tech Support Practitioner Copy 01

Job Title: Service Desk Quality Analyst

Location: Bengaluru

Experience: 2+ Years

Shift: 24x7 Rotational Shifts

Work mode: Work From Office

Employment Type: Full Time

Role Overview

We are seeking a detail-oriented and analytical Service Desk Quality Analyst to join our team. The successful candidate will be responsible for monitoring, evaluating, and improving the quality of service delivered by the Service Desk team. This role requires strong analytical skills, stakeholder management, coaching abilities, and a passion for driving continuous improvement and customer satisfaction.

Key Responsibilities

Conduct quality audits of Service Desk interactions including calls, chats, emails, tickets, and case documentation.

Evaluate adherence to established quality standards, processes, and compliance requirements.

Provide timely and constructive feedback to agents and support teams to improve service quality.

Perform Root Cause Analysis (RCA) on quality gaps, recurring issues, and customer dissatisfaction trends.

Analyze CSAT and DSAT feedback and identify improvement opportunities.

Facilitate calibration sessions with operations and stakeholders to ensure scoring consistency.

Monitor process compliance and identify areas of risk or deviation.

Review and validate knowledge articles and process documentation for accuracy and completeness.

Prepare and maintain quality reports, dashboards, scorecards, and performance insights.

Present quality findings, trends, and recommendations to leadership and stakeholders.

Support internal and client-facing quality reviews and governance meetings.

Drive Continuous Improvement (CI) initiatives aimed at improving quality, efficiency, and customer experience.

Collaborate with Service Desk Operations, Training, and Support teams to implement corrective and preventive actions.

Identify automation opportunities to improve quality monitoring and reporting processes.

Required Skills & Qualifications Minimum 2 years of experience in Service Desk, Quality Assurance, Quality Monitoring, or a similar role.

Strong understanding of IT Service Desk operations and support processes.

Experience conducting transaction, ticket, call, chat, and email audits.

Strong analytical and problem-solving skills.

Excellent written and verbal communication skills.

Ability to provide coaching and developmental feedback.

Strong attention to detail and process orientation.

Experience creating reports and presenting insights to stakeholders.

Proficiency in Microsoft Excel and PowerPoint.

Ability to work independently in a fast-paced environment.