Service Desk Quality Coach

4 days ago

Hyderabad, India Unisys Full time

**Job Description** We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**: Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:
The Quality Coach will act as a Subject Matter Expert with respect to communication and technical knowledge for the analysts in MSC. Support the operations on any issues or concerns related to communication and technical. Monitor calls and gives feedback to agents and in turn help the program to improve. The Quality Coach will be responsible for compliance of processes and procedures in the Quality team. They will be responsible for identifying training needs and identifying improvement needs in processes, procedures and utilization. The Quality Coach will work closely with Supervisors in the development and implementation and support of operational policies and procedures.

Key Responsibilities/Outcomes:

- Deliver consistent call coaching/s. Ensure that all agents in the team are coached
- Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent
- Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A
- Conduct training for Bucket C agents once every month
- Serve as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA’s
- Provide effective queue specific trainings as directed by management
- Conduct audits, random monitoring identifying training needs and bringing them to management notice

LI-GM1

**You will be successful in this role if you have**:
Excellent verbal and written communication in English

Basic Knowledge of Networking, Windows Operating System and MS Office

Usable knowledge of Microsoft Excel and Outlook software programs

Working knowledge of MS Excel and Ticketing Tools

Must be comfortable in a technical environment

Willingness and ability to work in shifts (24 x 7).

Multitasking and coordination skills

Prior experience in technical support will be an added advantage

Team Player.

Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions

Core Competencies:
Communication skills - written and verbal

Ability to work in a pressurized environment and able to deliver against a tight timescale.

Act independently and be self-motivated

Excellent Problem Solving and Customer Service Skills

Drive for results

Attention to Detail

Customer Focus

**eeo**

Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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