Quality Coach

3 days ago

Bengaluru Karnataka, India Unisys Full time

**What success looks like in this role**:

- Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.
- Coaching abilities to drive agent performances
- Provide input for Knowledge Article updates and recommend other improvement suggestions.
- Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience.
- Collaborate with Knowledge, training, Quality and Operation to drive results
- Prepare and Drive Quality assurance Weekly, Monthly business presentation [WBR, MBR]
- Active participation in quality initiatives and Team objectives and high-quality execution of the Quality Process.
- Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics.
- May involve Client interaction and activities
- SD basic technical troubleshooting experience

**You will be successful in this role if you have**:

- Excellent verbal and written communication in English and any additional applicable languages
- Bachelors’ Degree in any field is desired.
- Minimum 2+ years of IT Service Desk Level 1 experience
- Key Skills:

- Good understanding of IT Service Desk Level 1 Support processes
- MIS reporting, trending reporting and Analytics
- Good knowledge of Service Desk Tools, Applications
- Experience creating and updating reports. Should be able to interpret data and trend analysis.
- Able to resolve escalations and keep stakeholders informed
- Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
- Growth Mindset that generates curiousness about the working environment

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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