Key Responsibilities:

• Sample and evaluate IT contact transactions.
• Report results of evaluations to Quality/Operations
• Coach ITOps/Service Desk Executives on the evaluations done
• Identify process level opportunities and work with Operations to mitigate the gaps
• Run analysis on contact evaluations and highlight trends
• Coach agents based on evaluation trends to improve their technical capabilities
• Use trends to identify training needs and developing action plans
• Help ITOps/Service Desk executive to understand appropriate
• Participate in calibration sessions with Quality/Operations
• Maintain current understanding of program strategies
• Support management focus on review of key drivers, metrics and operational processes that drive KPI results
• Demonstrate commitment to program internal customer satisfaction.
• Represent and organize calibration sessions with stake holders.

Qualifications & Experience:

• Interpersonal skills
• Excellent Communication skills (Verbal & Written both)
• Problem solving
• Analytical Ability
• Adaptability
• Customer orientation
• Decision-Making
• Able to manage multiple priorities in an ever-changing environment
• Excellent organizational and time management skills
• Must be extremely detail oriented with the ability to develop through corrective & preventive plans
• Should be a Graduate
• Should have total experience of at least 2 years
• Must be good in Microsoft Office applications, Microsoft Word, Microsoft Excel, Microsoft PowerPoint

Additional Requirements:

• Strong Technical Knowledge in terms of IT/Service Desk, Excellent Communication skills (Written/Verbal), Good Interpersonal skills, Excellent problem solving and analytical skills, Strong decision-making skills, Excellent Time Management Skills, Should be able to work in 24X7 environment, excellent coaching skills.