Job Location: Hyderabad, Telangana, India
Experience-4Years-5Years
Location-Hyderabad
We are hiring a talented QM/Reporting professional to join our team. If you’re excited to be part of a winning team, Zensar is a great place to grow your career. You’ll be glad you make the right choice to join us.
· The resource is responsible for performing quality assurance on all sources of communication from Authorized Users.
· Audit any interaction with Authorized Users which include but not limited to phone calls, email, a secure Web site, Chat, social media, or any other means
· Utilize, adhere, review and make recommendations to the existing Quality Management process utilizing the identified best practices and processes, and the Incident Management tool.
· Contact and document Authorized Users who rated 2 or less on any question on the Service Desk Authorized User Satisfaction Survey and Customer Satisfaction Survey
· Manage and document negative feedback escalations from Authorize Users
· Document the Audits completed on all sources of communications from the Authorized Users
· Allow concerned parties to perform audits that will focus on Contractor’s adherence to its quality assurance procedures and standards; on the metrics gathered to support quality assurance activities; and on Contractor’s efforts to improve overall quality.
· Track the use of the Quality Management and report on a monthly basis,
· Number of Audits by Agent and Audit Results must represent 5-10% of the analyst callticket volume for the given monthly audit period
· Utilize, adhere, review and make recommendations to the existing Knowledge Management process based on identified industry best practices and processes
· Train new hires on help desk processes, procedures, standards, and systems This includes call handling, customer service skills, ticket creation and documentation,
and basic troubleshooting resources and methods
· Develop and maintain training materials: print, electronic, audio/visual, etc for delivery in classroom, web, phone, etc. settings
· Update training curriculum in response to process or system changes
· Develop, administer, and score assessments Track and report on results
· Schedule training sessions in cooperation with help desk management to minimize disruption to scheduling
· Perform random QA audits, performance evaluations and training as needed to ensure SLA define in the Scope of Work is met.
· Handle and resolve escalated personnel issues by analyzing, investigating, identifying and recommending action
· Maintain professional and technical knowledge by attending educational workshops and benchmarking state of the art practices.
· Communicates effectively with the Service Support Staff, The Operation Management, Team Understands the job functions of direct reports and routinely shares ideas and perspectives which help improve overall team performance
· Meets the established SOW SLA’s
o Completed Ticket Evaluations
o Call Monitoring Sessions
o Side by Side Counseling Sessions
· Interact directly with business sponsors and subject matter experts to understand business requirements and constraints
· Carry out user modeling and task analysis, and develop personas and scenarios
· Conduct user research and communicate findings of user research
· Create or advise on content architecture and navigation design
· Understand complex user requirements and technical constraints, and translate them into simple user interface
Here’s how you’ll contribute
· Bachelor’s degree in information technology, engineering, or a related field.
· At least three years’ experience working in IT service management, or a similar role.
· Strong knowledge of IT service management software including ITIL and COBIT.
· Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
· Excellent managerial skills and ability to collaborate with team members.
· Ability to analyze a high volume of technical data and work in a fast-paced environment.
· Strong problem solving, analytical, and time management skills.
· Should possess excellent oral, written, problem-solving and analytical skills.
· Must be able to succeed with minimal resources and supervision.
· Confident and effective communicator using various media
· A skillful listener with an open style; good at facilitating discussion
· Knowledge of PowerBI, Tableau, Excel, SmartSheets
§ ITIL Foundation certification (v3 or higher)
§ Usability Analyst certification desirable.
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