CET - sufiyan.a.khan - Infra Tech Support Practitioner Copy 01

Accenture in India; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Accenture in India is seeking a detail-oriented Service Desk Quality Analyst to monitor, evaluate, and improve the quality of service across the Service Desk. This role demands strong analytical skills, stakeholder management, and coaching abilities to drive customer satisfaction.

The successful candidate will review interactions (calls, chats, emails, tickets) and perform RCAs on quality gaps, delivering actionable feedback and continuous improvement across shifts in a 24x7 environment.

Qualifications

• Minimum 2 years in Service Desk, QA, QA Monitoring, or similar role.
• Strong understanding of IT Service Desk operations and support processes.
• Experience auditing transactions, tickets, calls, chats, and emails.
• Excellent written and verbal communication with coaching ability.

Responsibilities

• Conduct quality audits of Service Desk interactions (calls, chats, emails, tickets).
• Evaluate adherence to quality standards, processes and compliance requirements.
• Provide timely feedback to agents and support teams to improve quality.
• Perform RCA on quality gaps and recurring issues.
• Analyze CSAT/DSAT feedback to identify improvements.
• Facilitate calibration sessions for scoring consistency.
• Monitor process compliance and identify risks or deviations.
• Review knowledge articles for accuracy and completeness.
• Prepare quality reports, dashboards, and scorecards.
• Present findings and recommendations to leadership.
• Support internal and client-facing quality reviews and governance meetings.
• Drive CI initiatives to improve quality and customer experience.
• Collaborate with Operations, Training, and Support to implement actions.
• Identify automation opportunities to enhance monitoring and reporting.

Skills

Quality Assurance

IT Service Desk operations

Analytical skills

Stakeholder management

Coaching abilities

Root Cause Analysis

Tools

Microsoft Excel

PowerPoint

Job description

Job Title: Service Desk Quality Analyst

Location: Bengaluru

Experience: 2+ Years

Shift: 24x7 Rotational Shifts

Work mode: Work From Office

Employment Type: Full Time

Role Overview

We are seeking a detail-oriented and analytical Service Desk Quality Analyst to join our team. The successful candidate will be responsible for monitoring, evaluating, and improving the quality of service delivered by the Service Desk team. This role requires strong analytical skills, stakeholder management, coaching abilities, and a passion for driving continuous improvement and customer satisfaction.

Key Responsibilities

• Conduct quality audits of Service Desk interactions including calls, chats, emails, tickets, and case documentation.


• Evaluate adherence to established quality standards, processes, and compliance requirements.


• Provide timely and constructive feedback to agents and support teams to improve service quality.


• Perform Root Cause Analysis (RCA) on quality gaps, recurring issues, and customer dissatisfaction trends.


• Analyze CSAT and DSAT feedback and identify improvement opportunities.


• Facilitate calibration sessions with operations and stakeholders to ensure scoring consistency.


• Monitor process compliance and identify areas of risk or deviation.


• Review and validate knowledge articles and process documentation for accuracy and completeness.


• Prepare and maintain quality reports, dashboards, scorecards, and performance insights.


• Present quality findings, trends, and recommendations to leadership and stakeholders.


• Support internal and client-facing quality reviews and governance meetings.


• Drive Continuous Improvement (CI) initiatives aimed at improving quality, efficiency, and customer experience.


• Collaborate with Service Desk Operations, Training, and Support teams to implement corrective and preventive actions.


• Identify automation opportunities to improve quality monitoring and reporting processes.

Required Skills & Qualifications

• Minimum 2 years of experience in Service Desk, Quality Assurance, Quality Monitoring, or a similar role.


• Strong understanding of IT Service Desk operations and support processes.


• Experience conducting transaction, ticket, call, chat, and email audits.


• Strong analytical and problem-solving skills.


• Excellent written and verbal communication skills.


• Ability to provide coaching and developmental feedback.


• Strong attention to detail and process orientation.


• Experience creating reports and presenting insights to stakeholders.


• Proficiency in Microsoft Excel and PowerPoint.


• Ability to work independently in a fast-paced environment.