Quality Analyst – Service Desk

We are hiring Quality Analysts for Service Desk operations. The role involves conducting process audits, transaction monitoring, RCA, and implementing quality improvement initiatives in an L1 helpdesk or tech support environment.

This opportunity is ideal for candidates with experience in operational excellence, transactional quality, and Six Sigma methodologies.

Candidates will work closely with agents, team leads, and clients to ensure compliance, reduce errors, and improve service delivery standards.

• Conduct process audits and deploy designed processes
• Analyze and report performance on quality metrics
• Conduct RCAs on transaction monitoring to create action plans and reduce errors
• Monitor transactions and calls for compliance and highlight failures to the concerned team
• Provide feedback to agents based on monitoring findings
• Participate in calibration processes with clients
• Collect, collate, and analyze performance data on quality
• Identify gaps in execution process steps and prepare action plans
• Create huddle packs based on completed RCAs
• Create and implement sampling plans and conduct calibration and feedback sessions
• Collect and analyze customer complaints and escalations; report corrective actions
• Ensure knowledge database is up to date and conduct regular floor audits
• Identify and own Six Sigma and Lean projects to improve metrics and reduce costs
• Support and implement de-risking plans for the process

• Minimum 2 years of relevant experience in L1 helpdesk or tech support process
• At least 1 year of experience as a Quality Auditor
• General support knowledge of Operating Systems across various platforms
• Proficiency in MS Outlook, MS Excel, Lotus Notes or similar productivity tools
• Awareness of computer and mobile hardware concepts
• Experience on reporting tools like Avaya / Cisco preferred
• Yellow Belt or Green Belt certification preferred
• Experience in process excellence, operational excellence, and transactional quality
• Exceptional verbal and written communication skills
• Strong decision making, analytical, negotiation, and presentation skills
• Willingness to work in rotational shifts and on multiple projects