Quality Assurance Lead - Service Desk

Greetings from Infosys BPM Ltd.,

We are hiring Assistant Quality Manager for a global Service Desk project at Electronic City, Bengaluru, please find the below job description for your reference and apply if interested.

Job Role : Assistant Quality Manager

Work Location : Electronic City, Bengaluru (work from office)

Education Qualification : Full-time graduation / Post graduation

Experience required : At least 6 years of experience in Quality and Process Improvement in Service Desk domain

Job requirements :

• 6+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations
• Proven Service desk (Voice / chat / email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions.
• Added advantage if certified on ITIL methodology
• Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms
• Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team
• Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes
• Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green / Black Belt
• Ability to enhance key Customer and User Experience metrics such as NPS / CSAT by driving focused initiatives by partnering with delivery and client teams
• Ability to analyze complex data and share key process and business inferences / insights with the leadership team, including proactive operational risks and challenges.
• Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space
• Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc.
• Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis
• Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits

Regards,

Infosys BPM Talent Acquisition Team