Quality Associate Service Desk

Minimum 1-2 years of experience performing Transaction monitoring audits and providing feedback in Service desk (preferably voice) or in tech trouble shooting process,Relevant working experience in a
Full Time
Depends On Experience
Telecommuting not available Travel not required

Job Description

Job Position: Quality Associate Service Desk

Location: Phoenix, AZ

Duration: Full time


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

·         Adherence & record maintenance to TechM QMS Requirements

·         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.

Dice Id : systel
Position Id : 601454
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