Quality Analyst- Service Desk/ service now (Bengaluru)

Role & responsibilities Responsibilities: - Perform Quality Audits on Voice / Chats / Web / Email tickets. - Perform Root Cause Analysis and suggest corrective action. - Provide real time feedback to Agents. - Provide updates in quality huddles and client calls. - Participate in calibration sessions with other Quality Auditors / SME / Client SME. - Pitch in for Calls / Email / Chats if required to maintain the Service Levels. - Gain process knowledge and process 2 tickets on daily basis. - Diagnose and troubleshoot technical issues, including account setup and network configuration and assist the team. - Works towards building relationships with client process owners to be able to anticipate and plan for future issues and challenges and improvement of SOPs / Knowledge articles. - Maintain jovial relationships with team members and Management. - Work Hand in Glove with SMEs / Team Lead / Quality team to ensure all desired metrics are met for the team. - Ability to co-ordinate and influence people to get the work completed. - Provide insight to the team & Management from the quality report. Desired / Preferred Skills: - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Logical & Analytical Ability - People Mgmt. & Interpersonal skill - Excellent problem-solving and communication skills Soft Skill: - Assertive and effective in communications (written & verbal) - Analytical ability - Presentation skills - Good working knowledge of MS Excel, Word and PowerPoint Shift: Rotational shifts, including night shifts as per business requirements Work Location: Full time Work from Office (all 5 days) in Bangalore .