Service Delivery Specialist

7 days ago

Pune, Maharashtra, India beBeeQuality Full time ₹ 6,00,000 - ₹ 12,00,000
Quality Analyst Job

We are looking for an analytical and process-driven Quality Analyst Service Desk to enhance our service delivery.

  • Collect, collate, and analyze performance data related to quality.
  • Conduct thorough process audits, identify gaps in execution process steps, and provide actionable feedback to agents and Team Leads (TLs).
  • Highlight key areas of improvement and prepare specific action plans for each area.
  • Create huddle packs based on completed RCAs to disseminate insights.
  • Create and implement sampling plans, conduct calibration sessions, and facilitate feedback sessions.
  • Initiate and participate in calibration sessions with the client and provide RCAs for weak performances.
  • Create awareness by providing training and bringing visibility to Risk Quality initiatives within the engagement.
  • Collect and analyze customer complaints and escalations. Report and act on corrective actions for all complaints and escalations.
  • Report and track the implementation of corrective actions to ensure process continuity and stability.
  • Ensure the knowledge database is up-to-date and conduct regular floor audits to measure awareness.
  • Focus on adherence to compliance in transaction monitoring and highlight failures to stakeholders.
  • Identify, initiate, and take ownership of Six Sigma and Lean projects to improve metrics, drive desired behaviors, and reduce costs.

Required Skills:

  • General support knowledge of Operating Systems across various platforms.
  • Proficiency in general productivity applications like MS Outlook, MS Excel, Lotus Notes, etc.
  • Awareness of the concepts of computer and mobile hardware (Specific to L1 support).
  • Ability/experience in reporting, including on tools like Avaya/Cisco.

Desired/Preferred Skills:

  • Yellow Belt / Green Belt certified; experience in successfully completing Six Sigma projects in a similar environment.
  • Experienced in process excellence, operational excellence, and transactional quality.
  • Willingness to work on multiple projects and periodically set and achieve stretch goals.

Education and Other Requirements:

  • Graduate with a minimum of 2 years of relevant experience (i.e., L1 helpdesk/tech support process), including at least one year as a quality auditor.
  • Willingness to work in rotational shifts.

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