Quality Coach - Service Desk

Quality Coach - Service Desk

18 Oct
|
Unisys India Private Limited
|
Hyderābād

18 Oct

Unisys India Private Limited

Hyderābād

Job Description :



We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing peopleu2019s lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better!u00A0 Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do,





driving our clientsu2019 successes while giving back to communities and making this world a safer and more secure place to live and work. u00A0Our success is a direct result of the work of our people who live and breathe our .u00A0Simply put, we believe in better lives.u00A0 Join us!

Learn more about Unisys and our key solution offerings: , , ,u00A0

What success looks like in this role:

Monitor Call/Email/Chats to evaluate agent performance

u2022Work in a continuous process of auditing calls to enhance the quality of the calls

u2022Assess agent performance/ behavior by measuring compliance against established expectations of agent behavior

u2022Coach and counsel agents to modify their performance/ u00A0behavior to facilitate a high level of customer service

u2022Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A

u2022Implement agent training and coaching initiatives to bridge skills gaps

u2022Conduct account level analysis for proactive defect prevention

u2022Make informed decisions for continuous improvement in business processesu00A0

u2022Evaluates training by evaluating effectiveness of training to specific job applications.

u2022Monitor team performance; generate reports, trends & dashboards.

u2022Attend call calibrations to ensure Reproducibility

u2022Attend to Client escalations/Analysis requests

u2022Conduct Process Certification Calls for the New hires to gauge readiness

u2022DSAT scrubs and analysis and share the findings with the teamdance, etc)

You will be successful in this role if you have:

1.Bachelor's degree in Computer Science, Computer Engineering or equivalent combination of technical education and experience.u00A0

2. Bachelors Degree Required

3.Minimum 1 Year IT Service Delivery experience, preferably within the Service Desk or Field Services areas where the use of Quality Management is critical for daily activities.u00A0

4.Experience should not be more than 3 years old (i.e. current experience)

Red flag: business degrees, doctorates (over qualification)

Certifications as an advantage:





- ITIL Foundation

- ITIL Intermediate



LEAN/ Six Sigma as an advantage





1.00-4.00 Years

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