Quality Associate-Service Desk Jobs

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 Tech Mahindra 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