Quality Coach

Quality Coach role involves monitoring Service Desk agent interactions, coaching agents, and driving quality assurance initiatives to enhance End User Experience. The role requires IT Service Desk Level 1 experience, ITIL foundation certification, and proficiency in leveraging market-relevant technologies.

Requirements

• Minimum 2+ years of IT Service Desk Level 1 experience
• ITIL foundation certified
• Bachelor's Degree in any field
• Excellent verbal and written communication in English and any additional applicable languages
• 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 is an added advantage

Benefits

• Equal opportunities employer
• Proud to consider all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law