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

Accenture PLC; Bengaluru; On-site; INR 550,000 - 850,000; Full time

Job summary

Accenture PLC is hiring a Service Desk Quality Analyst in Bengaluru. The role focuses on monitoring, evaluating, and improving service quality across calls, chats, emails and tickets.

You will provide coaching, drive continuous improvement, and partner with Operations and Training teams to implement actions that enhance customer experience. The position requires at least 2 years in service desk quality roles, strong analytical skills, and proficiency with Excel and PowerPoint.

Qualifications

• Minimum 2 years of experience in Service Desk, Quality Assurance, or similar role.
• Strong understanding of IT Service Desk operations and processes.
• Experience conducting audits of transactions, tickets, calls, chats, and emails.
• Ability to analyze data and present actionable insights to stakeholders.
• Experience creating reports and dashboards to monitor quality metrics.

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 to improve service quality.
• Perform root cause analysis on quality gaps and trends.
• Analyze CSAT/DSAT feedback to identify improvement opportunities.
• Facilitate calibration sessions to ensure scoring consistency.
• Monitor process compliance and identify risks or deviations.
• Review knowledge articles and process documents for accuracy.
• Prepare quality reports, dashboards, and performance insights.
• Present findings and recommendations to leadership and stakeholders.
• Support internal and client-facing quality reviews and governance meetings.
• Drive Continuous Improvement initiatives for quality and customer experience.
• Collaborate with Operations, Training, and Support teams on corrective actions.
• Identify automation opportunities to enhance monitoring and reporting.

Skills

Analytical thinking

Problem solving

Written & verbal communication

Coaching & feedback

Attention to detail

Reporting & insights

Excel & PowerPoint

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.

Important Notice

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