Job Description

Contact : D Narendran DNarendran mindtree.com : Quality Analyst Looking for Quality Auditor. The role requires to audit tickets calls from process and policy point of view, sharing feedback with the engineers on a regular basis. Share important process updated in team huddle, good practice sharing, maintaining and sharing reports with respect to quality audits being done. This is an opportunity for a major client of ours. The role demands daily interaction feedback with L1 L2 engineers. The role requires an experienced candidate from same or similar field. He She must possess good knowledge of Windows, Active Directory, O365, Networking basics etc. The candidate is expected to possess working knowledge of ITIL methodologies, certification preferred. The person will contribute towards effective governance calls tickets which are worked by the L1 L2 engineers. The ideal candidate must have hands on experience of coaching, mentoring and development of service desk engineers. Key Responsibilities Daily calls incidents SRs audits review to ensure quality and accuracy of the data. Sharing timely feedback to avoid the commonly occurring errors Sharing weekly dashboard to furnish the pain points and sharing improvement areas Regular 1-0-1 discussions with the L1 L2 for the incidents SR calls audited identifying training needs Publishing stats to the engineers regularly and ensuring timely feedback is given Ageing ticket review and analysis to share process improvement ideas and suggestions Makes process recommendations for improvements and service enhancements Share training needs for L1 as per the audits done Conducting communication process training as and whenthere is a need Conduct regular team huddles and share important information with respect to process procedures Audit review incidents SR Calls for the users who give a D-Sat survey and maintain the database for findings process gaps improvement ideas