Technology Quality Engineer

About Inspire Brands Hyderabad Support Center Inspire Brands is disrupting the restaurant industry through digital transformation and operational efficiencies The company s technology hub Inspire Brands Hyderabad Support Center India will lead technology innovation and product development for the organization and its portfolio of distinct brands The Inspire Brands Hyderabad Support Center will focus on developing new capabilities in data science data analytics eCommerce automation cloud computing and information security to accelerate the company s business strategy Inspire Brands Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization workforce management loyalty management payments systems and more About Inspire Brands Inspire Brands is disrupting the restaurant industry through digital transformation and operational efficiencies The companys technology hub Inspire Brands Hyderabad Support Center India will lead technology innovation and product development for the organization and its portfolio of distinct brands The Inspire Brands Hyderabad Support Center will focus on developing new capabilities in data science data analytics eCommerce automation cloud computing and information security to accelerate the companys business strategy Inspire Brands Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization workforce management loyalty management payments systems and more PURPOSE OF THE POSITION Job Summary Reporting to the Service Desk Manager the Quality Assurance Analyst plays a key role being a key individual within the Service Desk team This position is responsible for auditing calls recordings tickets to ensure quality measures are adhered to Quality of standards of Inspire Brands The most important aspect of the QA Analyst is to improve the customer satisfaction through QA The customer should have a great experience and we should inspire smiles and provide a high level of attention to the customer RESPONSIBILITIES Duties and Responsibilities Description Monitor evaluate and score inbound calls against established quality assurance instruments and standards Must have an idea on ITIL workflow Process knowledge Review evaluate and score open and closed customer issues tickets against established quality assurance instruments and standards Participate as needed in calibration sessions employee communication sessions and or creation of communication tools Supports the laid-out Quality Analysis goals quality standards processes and procedures and policies Shares the observations and quality findings to the Service Desk Leads to enhance the quality of both calls and tickets hygiene Monitor calls tickets to provide feedback regarding telephone etiquette product information given and procedures Provides required action plans and develop concrete plans to improve calls tickets quality Provides accurate and timely reports on a daily monthly month-to-date and year-to-date rolling basis on call quality productivity availability and other key metrics as determined Listens to call recordings and provide insights to management that will maximize customer satisfaction Well versed in preparing and presenting the weekly monthly Quality data to the leadership team EDUCATION QUALIFICATIONS Required Minimum Bachelor s degree in Computer Science Management Information Systems or related field EXPERIENCE QUALIFICATION A minimum of 4 years experience in a medium to large sized enterprise environment within the Quality Assurance with a customer centric 3 years of experience of ServiceNow any equivalent experience of ticket management tools 3 years of experience in Supervision Quality analysis or Call Center agent Good knowledge in preparing the Quality observation report KNOWLEDGE SKILLS or ABILITIES Required knowledge mandatory 1 year experience within the Network Operation Center NOC area Thorough understanding of Service Desk Quality Assurance Tools like Cisco Finesse Genisys AWS etc Strong written and verbal communications skills with an ability to create business correspondence as well as the ability to communicate effectively at all levels of the organization including senior management levels Microsoft Productivity suite experience Basis ITIL workflow Preferred knowledge Optional ITIL V4 knowledge is preferred Equal Employment Opportunity Policy It is the policy of Inspire Brands Inc IRB or the Company to treat all employees and applicants for employment fairly and to provide equal employment opportunities without regard to race color sex religion national original or ancestry ethnicity sexual orientation gender identity age disability genetic information citizenship military service or veteran status marital status or any other characteristic protected under applicable federal state or local law This policy applies to all employment practices including recruiting hiring placement pay promotions transfers training leaves of absence and termination Inspire Brands Inc expressly prohibits any form of unlawful employment harassment based on race color sex religion national original or ancestry ethnicity sexual orientation gender identity age disability genetic information citizenship military service or veteran status marital status or any other characteristic protected under applicable federal state or local law Improper interference with the ability of IRBs employees to perform their expected job duties will not be tolerated Why Inspire Brands Inspire and its six iconic global brands are driven by passionate team members with a collaborative innovative spirit and a desire to use technology to create memorable flavorful experiences for our guests worldwide At Inspires Hyderabad Support Center you ll get the opportunity to learn and grow with us What makes Inspire different in the way we approach technology is that we are building the capability to be extensible and scalable across our brands Inspire fosters a culture of innovation that encourages team members to take risks test and learn We want to create an environment where ideas emerge and succeed at every level not just at the top A supportive inclusive environment is very important to us Just as each of our brands are authentic and unique we also encourage our team members to do the same We re a stronger company because of it Join a company where we elevate each other and the communities we serve