"Key Responsibilities Quality Monitoring & Evaluation • Monitor and evaluate L1 Helpdesk calls, chats, and ticket responses for accuracy, professionalism, and compliance with processes. • Review incident and service request tickets for correct categorization, documentation quality, troubleshooting accuracy, and SLA adherence. • Score interactions based on defined QA parameters and share weekly/monthly quality reports. • Identify error trends and recurring issues in support processes. Feedback & Coaching • Provide detailed, constructive feedback to agents on ticket quality and customer interactions. • Conduct calibration sessions with Team Leads and Managers to ensure consistency in quality evaluation. • Assist in coaching team members to improve technical skills, communication, and service etiquette. Process & Compliance • Ensure L1 agents follow ITIL-based processes such as Incident and Request Management. • Validate compliance with SOPs, service desk workflows, and organizational policies. • Recommend updates to SOPs and knowledge base articles as process gaps are identified. Continuous Improvement • Analyze quality data to identify opportunities for training and service improvements. • Work with Team Leads and management to design improvement plans for agents with recurring errors. • Assist in improving customer satisfaction through quality checks, root-cause analysis, and corrective measures. Reporting • Prepare and present quality dashboards and performance insights. • Track agent-wise and team-wise quality trends and highlight risk areas. • Participate in periodic audits and quality assurance reviews. ________________________________________ Skills & Qualifications Required • Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). • 1–3 years of experience in L1 Helpdesk/Service Desk; prior QA experience preferred. • Strong understanding of ticketing tools (ServiceNow, JIRA, etc.). • Knowledge of ITIL processes, incident management, and service desk operations. • Excellent analytical skills and attention to detail. • Strong communication and feedback-delivery skills. Preferred • ITIL v3/v4 Foundation certification. • Experience in QA frameworks or service desk quality programs. • Exposure to remote support tools and basic troubleshooting processes. ________________________________________ Key Attributes • Detail-oriented and process-driven • Strong customer-service mindset • Objective, fair, and consistent in evaluations • Excellent interpersonal and coaching skills • Ability to work under pressure with tight deadlines Work Timings: General business: Mon – Fri, 7 am – 7 pm CST FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST