Senior Executive - Program & Project Management

Job Req Id:

1455470

Service Desk QC

Job Description

Responsibilities

• Conduct coaching sessions aimed at improving communication skills to enhance overall customer experience

• Conduct regular Call Ticket Chat and Email audits to ensure adherence to process and policy standards Provide constructive feedback to agents Share important process updates in team huddles

• Maintain and share detailed reports on quality audits conducted ensuring transparency and continuous improvement

• Engage with clients to understand their training needs and tailor coaching accordingly

• Train and coach associates on accent neutralization and effective verbal communication

• Foster a positive environment through regular feedback coaching and training in conversational skills

• Define clear performance standards and expectations to motivate agents toward excellence

• Conduct regular refresher sessions to reinforce quality standards and best practices

• Identify operational issues and suggest possible improvements

Requirements

• A positive detailoriented and empathetic facilitator

• Excellent written and verbal communication skills with handson experience in Coaching Quality audits and feedback mechanisms

• Bachelors degree in a related field

• Proven work experience as a Quality Analyst Voice CoachCommunication Trainer or a similar role

• Excellent customer service skills

• Excellent Interpersonal and analytical skills

• Ability to motivate and create an engaging learning environment

• Good time management and organizational skills

• Creative disciplined and resilient under pressure

• Ability to handle stressful situations

• Ability to offer enhanced customer experience

• Hands on experience with IT ticketing tools eg ServiceNow Jira Remedy is an added advantage

Min Salary:

Max Salary:

Job Segment:
Program Manager, Project Manager, Service Desk, Manager, Management, Technology, Customer Service