Job Description

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Role: Quality Analyst - SD

Location : Pune/Bangalore

Who are we looking for?

\xef\x82\xb7 Quality analyst with an eye for detail in identifying defects and errors negatively impacting customer experience. Should be proficient in initiating quality improvement plan and provide RCA on escalated transactions. Track performance on critical quality parameters and contribute to updating of knowledge base as appropriate.

Technical Skills:

\xef\x82\xb7 Client Technical Service Awareness - Expert

\xef\x82\xb7 Relevance and use of technology in companies - Expert

\xef\x82\xb7 Ticketing Tool - Advance

\xef\x82\xb7 MS Office - Advance

\xef\x82\xb7 Amazon Connect - Advance

\xef\x82\xb7 Remote Desktop \xe2\x80\x93 Expert

\xef\x82\xb7 Real life PC problems - Advance

\xef\x82\xb7 Client Technical Service Awareness - Advance

\xef\x82\xb7 Relevance and use of technology in companies - Expert

\xef\x82\xb7 Standard tools used - Advance.

\xef\x82\xb7 Client Process Knowledge - Expert

\xef\x82\xb7 DMAIC - Advance

\xef\x82\xb7 Client Business Awareness - Advance

\xef\x82\xb7 Email etiquette - Advance

\xef\x82\xb7 Customer service skills - Advance

\xef\x82\xb7 Knowledge Base Navigation and Script development Skills - Expert

\xef\x82\xb7 Public Speaking Skills - Beginner

Process Skills:

\xef\x82\xb7 Monitor service desk contacts as per defined quality standards.

\xef\x82\xb7 Conduct certifications for new hires.

\xef\x82\xb7 Flag agents/process that are potential risk to quality.

\xef\x82\xb7 Provide feedback and coaching on quality.

\xef\x82\xb7 Identify top defects and provide inputs to training.

\xef\x82\xb7 Initiate Quality improvement plan

\xef\x82\xb7 RCA on escalations defects

\xef\x82\xb7 Contribute to updating the knowledgebase.

\xef\x82\xb7 Track performance on critical to quality parameters

\xef\x82\xb7 Maintain and update Quality legend to capture the voice of the customer.

\xef\x82\xb7 Conduct QRL sessions.

\xef\x82\xb7 Strong technical knowledge of current technologies like VPN, Windows operating system, COTS applications etc.

Behavioral Skills :

\xef\x82\xb7 Ability to work with team members with 100% co-ordination.

\xef\x82\xb7 Ability to adopt change and shape as per technology along with change in project.

\xef\x82\xb7 Outstanding organizational and time management skills

\xef\x82\xb7 Ability to multitask and prioritize daily workload.

\xef\x82\xb7 Positive attitude with good communication

\xef\x82\xb7 Highly motivated and self-learner

Certification:

\xef\x82\xb7 Any Graduate or pursuing last year of Graduation.

\xef\x82\xb7 Preferably ITIL Trained/Certified

Skills:

PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Service Quality Assurance PRIMARY SKILL PERCENTAGE : 51 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : MS Office 365 Suite SECONDARY SKILL PERCENTAGE : 29 TERTIARY COMPETENCY : Service Desk TERTIARY SKILL : End User Experience Management TERTIARY SKILL PERCENTAGE : 20

About Company:

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

Mphasis