The Quality Coordinator partners with the Quality Manager, Service Desk leadership and Service Line Leads. This individual is responsible for performing activities in furtherance of ensuring service quality meets the established standards of quality including reliability, usability and performance including: • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Service Desk. • Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Service Desk leadership, Service Desk operations, analysts and the Service Quality teams.
Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Service Desk leadership, Service Desk operations, analysts and the Service Quality teams. • Performs mock calls with new hires post-training to determine readiness for moving into support.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Service Desk teams and sites.
ovement opportunities with all Service Desk teams and sites. • Uses Service Desk tools to gather data and analyze trends or patterns affecting quality.
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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