Quality Analyst

Deliver one to one feedback to engineers as needed- Proficient with all ServiceDesk tools and processes- Excellent verbal and written communication skills.- Good initiative, problem-solving, priority setting, and collaboration skills along with basic organizational and analytical skills.- Experience with monitoring and reacting to system events and end-user / business requests.- Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.**_Responsibilities: _**- Conduct Quality evaluations for support staff based on predefined Quality assessment form/template.- Evaluate different parameters such as Customer Service, Technical and Process compliance.- Responsible to drive performance improvement on all quality-related metrics such as Handle time, CSAT, Process compliance.- Provide coaching and feedback on all quality parameters to all level 1 engineers- Communicate process changes to all employees in the business- Conduct new hire as well as refresher training for all engineers on the expected quality standards.- Train/Coach frontline engineers and provide refreshers on specific topics, if and when required- Be a part of the huddles and share updates based on findings from the Quality monitoring's.- Build and share monthly Quality reports for Service Desk Performance.- Adhere to Policies & Procedures (compliance)- Work to achieve individual and team goals- Protect confidential and sensitive information and materials- Accomplish other duties as required**_Min. Qualification : _**Graduate in any stream**_Min. Experience : _**2 years**_Certifications Required: _**Not Necessary. ITIL and Greenbelt/Six Sigma trained will be an added advantage.**_Excellent written & spoken communication skills required_