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Title:  Analyst, IT Service Desk

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity

 

Position Title : Analyst, IT Service Desk (QA)

 

Job Location : Hyderabad

 

General Summary


The Service Desk Quality Assurance (QA) Analyst is responsible for assessing the quality of our Service Desk agents who interact with our end users.  The QA will collaborate with multiple teams to ensure that supervisors and agents are executing support activities with a high degree of accuracy and effectiveness that drives both agent performance and customer satisfaction.  The QA will monitor inbound and outbound calls to assess agents’ demeanor, procedural accuracy, customer service performance, and commitment to company policies and procedures.  This person will also ensure that all regulatory, region, country, state, and federal laws and guidelines are followed.

 

Duties & Responsibilities

 

• Assist in developing, maintaining, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed
• Monitor calls monthly of agents and use a scorecard to determine if agents are following policies, procedures, and guidelines as well as providing an excellent customer experience throughout the call
• Responsible for listening to customer calls and evaluating end user data to measure agent service skills & policy adherence
• Provide feedback to the Agent’s direct Supervisor/Manager to help coach the individual
• Participates in design of call monitoring templates and quality standards/scorecards
• Performs call monitoring and provides trend data to the management team
• Uses quality monitoring data management systems to compile and track performance at team and individual level
• Participates in call calibrations with third party vendor(s) to identify any problem areas and set clear call expectations
• Monitors industry and call center trends to improve customer relations, satisfaction, and experience
• Coaches agent on strengths and areas of opportunities of agent and focuses on areas of opportunity to improve agents’ performance
• Conduct Service Desk performance analysis and create detailed action plans on where to improve performance
• Review and resolve all incoming escalations from appropriate escalation channels in a timely manner
• Follow Internal escalation matrix to ensure escalations are forwarded to appropriate stakeholders
• Responsible for continuous process improvement recommendations
• Contribute enhancements/updates to the training curriculum designed to develop Service Desk employees to support CommScope End Users
• Develop corresponding resource materials, web reference materials, process guides, and comprehension assessments
• Accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs)
• Evaluate and identify method recognizing, identifying, isolating, and resolving client issues at the Tier 1 and Tier 1.5 level, and escalating appropriately to the Tier 2 & 3 level as needed
• Analyze performance of Service Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service and to prevent future problems
• Track and analyze trends in Service Desk requests and generates statistical reports
• Continually improve best practices and service desk processes to provide exceptional customer service and deliverables
• Enforce adherence to standard operating procedures
• Establish and implements policies and procedures and ensures their conformance with company/customer objectives
• Maintain current knowledge of relevant technologies as assigned
• Participate in special projects as required
• Present and manage metrics and key performance & quality indicators
• Document improvements to IT Service Desk processes and ensure processes are kept up to date and relevant
• Resolve daily issues of a complex scope that impact the team and overall business objectives
• Ensure that requests are closed with proper documentation
• Build and nurture positive working relationships within team with the intention to exceed client expectations
• Participate in daily operations standup and reviews

 

Commscope is an Equal Opportunity Employer.