Job Description
Role Overview
Should have knowledge in Service Desk and Infrastructure Support Operations
Should have analytical & reasoning skills
Ability to create Weekly & Monthly Quality reports/decks for the management review
Ability to analyze large amounts of data and draw out meaningful, actionable summaries
Expertise in Microsoft Excel & PowerPoint
Collaborates well & Effective communicator at all levels
Should have effective coaching skills
Responsibilities:
Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability.
Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
Responsible for generating daily, weekly & monthly reports for internal purposes.
Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
Calibrate cases internally with the team to ensure m...
Should have knowledge in Service Desk and Infrastructure Support Operations
Should have analytical & reasoning skills
Ability to create Weekly & Monthly Quality reports/decks for the management review
Ability to analyze large amounts of data and draw out meaningful, actionable summaries
Expertise in Microsoft Excel & PowerPoint
Collaborates well & Effective communicator at all levels
Should have effective coaching skills
Responsibilities:
Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability.
Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
Responsible for generating daily, weekly & monthly reports for internal purposes.
Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
Calibrate cases internally with the team to ensure m...
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