Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Service Desk Quality Management
Good to have skills : Quality Management
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: The role is responsible for understanding and delivering client & customer requirements in terms of Quality and Performance. 1. Knowledge of Transaction Monitoring Process 2. Candidate should have good Communication skills. 3. Ability to provide effective feedback and coaching to improve individual and process-level quality. 4. Analytical skills with attention to detail and experience analyzing large sets of data in Excel 5. Demonstrate flexibility to meet client requirements. 6. Flexible to work Night Shifts. 7. If any project demands relocation should be flexible for domestic travel. MAIN ACCOUNTABILITIES: 1. Evaluate voice and non-voice interactions and provide constructive feedback to the agents 2. Act as a subject matter expert for the line of business assigned 3. Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills 4. Conduct Root Cause Analysis, monitor Customer Satisfaction Survey results and recommend improvement to reduce AHT 5. Generate reports (statistics, graphs, etc.) specifically on the status of quality initiative implementation Professional & Technical Skills: Industry experience of a minimum of 12 months Excellent communication and interpersonal skills Ability to Multi-task effectively & good at problem-solving and issue resolution Should have knowledge of Excel, Power point & Word Knowledge of Six Sigma, ISO, ITIL, and other quality-related tools would be an added advantage Need to have knowledge and skill set in Power BI Support 24*7 and 5 days’ work from Office. Additional Information: - The candidate should have a minimum of 2 years of experience in Service Desk Quality Management. - This position is based at our Bengaluru office. - A 15 years full-time education is required.
Bengaluru
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