Quality Coach

We are looking for a Quality Coach to perform monitoring on Service Desk agent interactions, provide coaching and input for Knowledge Article updates, and prepare reports and quality indicators. The successful candidate will have experience in IT Service Desk Level 1 Support processes, MIS reporting, and analytics, as well as excellent verbal and written communication skills.

Requirements

• Minimum 2+ years of relevant experience
• Bachelors' Degree in any field (desired)
• ITIL foundation certified
• Good understanding of IT Service Desk Level 1 Support processes
• MIS reporting, trending reporting and Analytics
• Good knowledge of Service Desk Tools, Applications
• Experience creating and updating reports
• Ability to resolve escalations and keep stakeholders informed
• Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
• Growth Mindset that generates curiousness about the working environment
• Knowledge of PowerBi Reporting, MIS Excel
• Hands on experience on Ticketing tool like – ServiceNow and Genesys
• Knowledge of Speech and Text Analytics, Auto Assist, Sentiment Analysis (added advantage)
• Ability to work with Global Team and related Operations Functions

Benefits

• Equal opportunity employer
• Providing reasonable accommodations for US job seekers