Job Description
Role Overview
- Should have knowledge in Service Desk and Infrastructure Support Operations
- Should have analytical & reasoning skills
• Ability to create Weekly & Monthly Quality reports/decks for the management review - Ability to analyze large amounts of data and draw out meaningful, actionable summaries
- Expertise in Microsoft Excel & PowerPoint
• Collaborates well & Effective communicator at all levels - Should have effective coaching skills
Responsibilities:
- Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability.
- Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
- Responsible for generating daily, weekly & monthly reports for internal purposes.
- Ensure the Internal monitoring are in sync with the external scores provid...