Service Desk (Quality Analyst)

Hi InfiCare has been providing Contingent Staffing and Direct Hire staffing services to its clients across the US and in four continents Since 2001. Starting from a modest beginning in 2001, today we service clients ranging from Fortune 500 companies to medium sized businesses as well as small niche firms. In US we are based at Dulles, VA. We are hiring "Service Desk Quality Analyst" for one of our clients. Job Title: Service Desk Quality Analyst Location: Carrollton Texas Duration: Permanent/Fulltime Job Description: Quality analyst with an eye for detail in identifying defects and errors negatively impacting customer experience. Should be proficient in initiating quality improvement plan and provide RCA on escalated transactions. Track performance on critical quality parameters and contribute to updating of knowledge base as appropriate. Technical Skills: Client Technical Service Awareness - Expert Relevance and use of technology in companies - Expert Ticketing Tool - Advance MS Office - Advance Amazon Connect - Advance Remote Desktop Expert Knowledge on Retail Systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc Expert Real life PC problems - Advance Client Technical Service Awareness - Advance Relevance and use of technology in companies - Expert Standard tools used - Advance Client Process Knowledge - Expert DMAIC - Expert Client Business Awareness - Advance Email etiquette - Advance Customer service skills - Advance Knowledge Base Navigation and Script development Skills - Expert Public Speaking Skills - Beginner Process Skills: Monitor service desk contacts as per defined quality standards Conduct certifications for new hires Flag agents/process that are potential risk to quality Provide feedback and coaching on quality Identify top defects and provide inputs to training Initiate Quality improvement plan RCA on escalations defects Contribute to updating the knowledgebase Track performance on critical to quality parameters Maintain and update Quality legend to capture the voice of the customer Conduct QRL sessions Strong technical knowledge of current technologies like VPN, Windows operating system, COTS applications etc. Good knowledge of retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc Behavioral Skills: Ability to work with team members with 100% co-ordination. Ability to adopt change and shape as per technology along with change in project. Outstanding organizational and time management skills Ability to multitask and prioritize daily workload Positive attitude with good communication Highly motivated and self-learner Certification: Any Graduate or pursuing last year of Graduation Preferably A+ Certified Should you be interested, please send me a copy of your resume in Word/PDF format along with the following details ASAP. Full Name: Current Location: Work Authorization: Salary / Rate expectation: Thanks & Regards Saurabh Kumar InfiCare Technologies| 22375 Broderick Drive #225 Dulles VA 20166 |Direct | www.infiCareTech.com | https://www.linkedin.com/in/saurabh-kumar-33956a17a/ Staffing Services since 2001 MBE Certified Recipient of Annual si100 Award The annual si100 award is given to companies "which display the characteristics of long-term visibility, sustained growth, business focus, profitability and customer and employee value-creation. The esteemed list consists of companies that have made a mark in their area of expertise."