SERVICE DESK QA

Job Description

The Quality Analyst will support Zensar Technologies' Service Desk by meticulously reviewing inbound calls, chat sessions, and self‑service requests. You will uncover performance trends, assess compliance, and deliver actionable recommendations to management and clients. This role requires occasional participation in live queues and flexible shift coverage, including weekends, to maintain a deep understanding of the service environment.

Responsibilities

• Review and audit recorded inbound calls, chat transcripts, and self‑service tickets for compliance and quality standards.
• Identify recurring patterns, performance gaps, and potential risks in service desk interactions.
• Document findings and prepare detailed QA reports for internal stakeholders and client leadership.
• Communicate actionable insights and recommendations to Service Desk managers and agents.
• Participate in inbound call and chat queues periodically to maintain hands‑on perspective.
• Conduct root‑cause analysis on identified issues and suggest process improvements.
• Track key quality metrics and ensure alignment with SLA and KPI targets.
• Collaborate with training teams to develop coaching materials based on audit results.
• Support continuous improvement initiatives across the Service Desk function.
• Adhere to rotational shift schedules, including weekends and holidays, as required.

Qualifications

• Bachelor’s degree or equivalent experience in IT, Business, or related field.
• Minimum 5 years of experience in a Service Desk or Quality Assurance role.
• Strong analytical skills with ability to interpret data and spot trends.
• Excellent written and verbal communication skills.
• Familiarity with call recording, chat monitoring, and ticketing systems (e.g., ServiceNow, Zendesk).
• Knowledge of ITIL or other service management frameworks is a plus.
• Ability to work flexible shifts, including nights, weekends, and holidays.
• High attention to detail and commitment to quality standards.
• Proficiency in Microsoft Office Suite, especially Excel for reporting.
• Customer‑focused mindset and ability to handle confidential information.