Job Title: Service Desk Job
Salary Package: 15,000 – 35,000 a month
Work Exp: 0 – 2 years
Company Name: Wipro
Job Location: Bangalore, Karnataka
Qualification Require: Bachelor Degree
Language: English/Hindi
Job Info –
Wipro Limited
Wipro Limited is an Indian multinational corporation that provides information technology, consulting and business process services. It is headquartered in Bengaluru, India. In 2013, Wipro demerged its non-IT businesses into separate companies.
What you’ll do
Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required Responsible for generating daily, weekly & monthly reports for internal purposes. Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site Calibrate cases internally with the team to ensure minimum difference in the ratings Conduct regular huddles with the teams and training batches to share client expectations and trends observed Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile Liaise with the customer counterparts, for any/all KT s that happen RCA on Fatal Errors and provide inputs for further training needs Suggest Quality improvement plan Refresher training to be conducted based on the top defects identified Help in updating the Knowledge Base
What we’re looking for
2 year(s) experience as Quality analyst in Service desk environment Should have knowledge in Service Desk Operations & ITIL Should have analytical & reasoning skills Ability to create Weekly & Monthly Quality reports for the management review Ability to analyze large amounts of data and draw out meaningful, actionable summaries Expertise in Microsoft Excel & PowerPoint Collaborates well & Effective communicator at all levels Should have effective coaching skills
