Senior Executive - Program & Project Management

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