Quality Assurance Analyst - Ticketing System

Job Description : The QA Analyst role is a key individual on the Service Desk team. This position is responsible for auditing call recordings to ensure quality measures are adhered to. The most important aspect of a customer service/service desk position is to ensure that there is a high level of customer satisfaction. The customer should have a great experience and we should inspire smiles and provide a high level of attention to the customer. Responsibilities : - Monitor, evaluate, and score inbound calls against established quality assurance instruments and standards. - Review, evaluate, and score open and closed customer issue tickets against established quality assurance instruments and standards. - Participate, as needed, in calibration sessions, employee communication sessions, and/or the creation of communication tools. - Supports and communicates business goals, quality standards, processes and procedures, and policies. - Ensures the call center agents adhere to predetermined quality assurance standards and the business's standard operating procedures. - Monitor calls to provide feedback regarding telephone etiquette, product information given, and procedures. - Provides performance expectations, action plans, and development plans to improve call quality. - Provides accurate and timely reports on a daily, monthly, month-to-date, and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined. - Listens to call recordings and provides management insights that will maximize customer : Preferred Minimum : - Bachelor's degree or relevant Quality Assurance experience of 2 years. - A minimum of 2 years experience in a medium to large-sized enterprise environment. - 2 years of experience with ServiceNow (good to have). - 2 years of experience in Supervision / Quality analysis or Call Center agent. - Thorough understanding of the ServiceNow Ticketing System. - Strong written and verbal communication skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels. - Know about MS Office, MS Teams, and MS Forms. (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 5/1/2025