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Quality Associate -Service Desk
Company | Tech Mahindra |
Address | Moncton, New Brunswick, Canada |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-09-08 |
Posted at | 9 months ago |
Role: Quality Associate -Service desk
Location: Moncton, NB, Canada
Roles and Responsibilities
· Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report on the overall quality of the project.
· Random & stratified Sampling method will be used to audit the calls and emails
· Coaching & Feedback sessions
· Joint call monitoring sessions with respective assigned teams & other stakeholders
· Provide process updates as per requirement
· Conduct Team Huddles to discuss the Quality scores and areas of opportunities
· Provide Feedback/Quality tips to improve customer experience
· Recognize Agent with excellent performance levels
· Bottom Quartile management
· Root cause analysis as per requirement (Complaints, Negative Survey response etc.,)
· Participate in internal/external calibration sessions
· DSAT/ Detractor Management activities
· Flexible in Shifts as per business requirements (24x7)
· Handle production activities – to answer Call / Chat / ticket volume spikes
Key Deliverables (KRA/Measure):
· Knowledge & Understanding of the process, evaluation & feedback, reporting and analysis
· Establish controls on Transaction Processing aiming for a Zero Defect Output
· Report and Publish Transaction Quality Metrics
· Provide Feedback and suggestions for improvement
· GAP Analysis & Controls
· Adherence & record maintenance to Internal and External QMS Audit Requirements
· Continuous focus and drive to meet and exceed SLAs
· Drive Organization Level Quality Initiatives
Applicant’s Specifications & Qualification:
· Excellent verbal and written communication
· Excellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / Reporting
· Relevant working experience in an international Service Desk / Technical Support environment preferred;
· ITIL V3 Foundation trained preferred
· Basic knowledge on Statistical Process Control
· Shows flexibility/ownership & works under pressure situation
· Demonstrate excellent communication skills
· Candidate should be ready to work in a 24*7 environment
· The candidate should have excellent problem solving capabilities and lateral thinking skills
· Good Knowledge of Audit and Evaluation function
· Analytical bent of mind
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