"Key Responsibilities
Quality Monitoring & Evaluation
• Monitor and evaluate L1 Helpdesk calls, chats, and ticket responses for accuracy, professionalism, and compliance with processes.
• Review incident and service request tickets for correct categorization, documentation quality, troubleshooting accuracy, and SLA adherence.
• Score interactions based on defined QA parameters and share weekly/monthly quality reports.
• Identify error trends and recurring issues in support processes.
Feedback & Coaching
• Provide detailed, constructive feedback to agents on ticket quality and customer interactions.
• Conduct calibration sessions with Team Leads and Managers to ensure consistency in quality evaluation.
• Assist in coaching team members to improve technical skills, communication, and service etiquette.
Process & Compliance
• Ensure L1 agents follow ITIL-based processes such as Incident and Request Management.
• Validate compliance with SOPs, service desk workflows, and organizational policies.
• Recommend updates to SOPs and knowledge base articles as process gaps are identified.
Continuous Improvement
• Analyze quality data to identify opportunities for training and service improvements.
• Work with Team Leads and management to design improvement plans for agents with recurring errors.
• Assist in improving customer satisfaction through quality checks, root-cause analysis, and corrective measures.
Reporting
• Prepare and present quality dashboards and performance insights.
• Track agent-wise and team-wise quality trends and highlight risk areas.
• Participate in periodic audits and quality assurance reviews.
________________________________________
Skills & Qualifications
Required
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 1–3 years of experience in L1 Helpdesk/Service Desk; prior QA experience preferred.
• Strong understanding of ticketing tools (ServiceNow, JIRA, etc.).
• Knowledge of ITIL processes, incident management, and service desk operations.
• Excellent analytical skills and attention to detail.
• Strong communication and feedback-delivery skills.
Preferred
• ITIL v3/v4 Foundation certification.
• Experience in QA frameworks or service desk quality programs.
• Exposure to remote support tools and basic troubleshooting processes.
________________________________________
Key Attributes
• Detail-oriented and process-driven
• Strong customer-service mindset
• Objective, fair, and consistent in evaluations
• Excellent interpersonal and coaching skills
• Ability to work under pressure with tight deadlines
Work Timings:
General business: Mon – Fri, 7 am – 7 pm CST
FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST
...This position performs research on various criminal records from local and state agencies... ...record reviews from the department, criminal justice agencies, and the public and coordinates... ...are clearly reflected in the work experience sections of the application: Analytical...
...one month after the final filing date.We look forward to meeting with you! Our Private Equity (PE) team is currently seeking an Investment Manager (IM) to provide leadership and analysis in constructing PEs strategic and tactical investment approach and drive our...
...demonstrate a high level of resilience You are a strong networker & relationship builder What's on Offer? Join a well known brand within Hospital / Health Care / Healthtech Attractive Salary & Benefits Work in a company with a solid track record of performance...
...seeking a qualified individual to join their team in Chicago. This full-time role involves working on instrumentation and controls in nuclear power plants, requiring a degree in engineering and strong communication skills. The company offers competitive, award-winning...
Position Objective: Contributes to the provision of high-quality, cost-effective healthcare as a provider of direct and indirect patient care and by effective of the health care team. Functions as a competent member of the health care team. Essential Job Duties : Reasonable...