ISSRRN0001430 - Infra Tech Support Practitioner Copy 03

Accenture; India; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture Gurugram is seeking a detail-oriented Service Desk Quality Analyst to monitor, evaluate, and improve service quality. The role requires robust analytical skills, stakeholder engagement, and a drive for continuous improvement in customer satisfaction.

The candidate will lead audits across calls, chats, emails, and tickets, provide feedback, and develop quality reports. 2+ years in Service Desk/QA is desired. This is an on-site full-time position in a 24x7 shift setup.

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.

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.

Skills

Quality audits

Stakeholder management

Coaching

Root Cause Analysis

Reporting

Communication

Excel

PowerPoint

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Location: GurugramExperience: 2+ YearsShift: 24x7 Rotational ShiftsWork mode: Work From OfficeEmployment 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.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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