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Job Location: Bhagya Nagar
Job Detail:
Desired Experience in Years
:
1-3 Years
Number of Openings
:
0
Location/s
:
Hyderabad Office 2
The role of a Help Desk Quality Analyst focused on strategy is to ensure that the help desk operations are optimized to provide exceptional customer service and support. This role involves analyzing data related to customer service and support, identifying areas for improvement, and developing strategies to improve help desk operations. The analyst must have a strong technical background, a thorough understanding of customer service best practices, and the ability to manage and motivate teams to achieve performance goals. The analyst must also have excellent communication and leadership skills, be able to think strategically, and adapt to changing priorities in a fast-paced environment. Ultimately, the Help Desk Quality Analyst must ensure that the help desk is delivering exceptional customer service and support, and that the help desk operations are aligned with the organization’s overall strategic goals.
Responsibilities
As a help desk quality analyst focused on strategy, your primary role is to ensure that the help desk team is providing exceptional customer service and support. Here are ten key job responsibilities:
Develop and implement quality standards for help desk operations.
Create and manage help desk metrics and key performance indicators (KPIs) to measure customer satisfaction, team productivity, and other critical performance metrics.
Identify opportunities for process improvement and work with other stakeholders to implement these changes.
Analyze customer feedback and help desk data to identify trends and patterns that can be used to improve service delivery.
Monitor and evaluate the performance of help desk agents to ensure they are following established quality standards and meeting performance targets.
Develop and maintain a comprehensive knowledge base to support help desk operations.
Create and deliver training programs to help desk agents to improve their customer service skills and technical knowledge.
Collaborate with other departments to ensure seamless integration of help desk services with other business operations.
Create and maintain documentation related to help desk policies and procedures, service level agreements (SLAs), and other relevant information.
Participate in the selection and implementation of new help desk software and tools to improve service delivery and productivity.
Requirements
As a help desk quality analyst focused on strategy, you will be responsible for ensuring that the help desk team is providing exceptional customer service and support. To be successful in this role, you should possess the following job requirements:
A bachelor’s degree in information technology, business management, or a related field. A master’s degree may be preferred.
Experience working in a customer service or technical support role.
Strong analytical and problem-solving skills to identify trends and patterns in customer feedback and help desk data.
Excellent communication skills, both written and verbal, to effectively convey information to help desk agents, customers, and other stakeholders.
A deep understanding of customer service and support best practices, including knowledge of help desk operations, service level agreements (SLAs), and quality standards.
Proficiency in data analysis tools and techniques, including spreadsheets and statistical software.
Experience working with help desk software and tools, such as ticketing systems, knowledge bases, and remote support software.
Ability to develop and deliver training programs to help desk agents to improve their customer service skills and technical knowledge.
Strong project management skills to lead process improvement initiatives and implement changes to help desk operations.
A commitment to staying up-to-date with industry trends and best practices to continuously improve the quality of help desk operations.
Benefits/ Compensation
Salary – Best in the Industry.
Incentive – Best in the Industry.
Medical Policy for the Candidate Family.
Career Growth.
Company Mission
Current India is walking towards Atmanirbhar Bharat , and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.
Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.
PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets.
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