Accenture—CET - sufiyan.a.khan - Infra Tech Support Practitioner Copy 01

Job description

Description: Job Title: Service Desk Quality Analyst Location: Bengaluru Experience: 2+ Years Shift: 24x7 Rotational Shifts Work mode: Work From Office Employment Type: Full Time Role Overview We are seeking a detail-oriented and analytical Service Desk Quality Analyst to join our team. The successful candidate will be responsible for monitoring, evaluating, and improving the quality of service delivered by the Service Desk team. This role requires strong analytical skills, stakeholder management, coaching abilities, and a passion for driving continuous improvement and customer satisfaction. Key Responsibilities Conduct quality audits of Service Desk interactions including calls, chats, emails, tickets, and case documentation. Evaluate adherence to established quality standards, processes, and compliance requirements. Provide timely and constructive feedback to agents and support teams to improve service quality. Perform Root Cause Analysis (RCA) on quality gaps, recurring issues, and customer dissatisfaction trends. Analyze CSAT and DSAT feedback and identify improvement opportunities. Facilitate calibration sessions with operations and stakeholders to ensure scoring consistency. Monitor process compliance and identify areas of risk or deviation. Review and validate knowledge articles and process documentation for accuracy and completeness. Prepare and maintain quality reports, dashboards, scorecards, and performance insights. Present quality findings, trends, and recommendations to leadership and stakeholders. Support internal and client-facing quality reviews and governance meetings. Drive Continuous Improvement (CI) initiatives aimed at improving quality, efficiency, and customer experience. Collaborate with Service Desk Operations, Training, and Support teams to implement corrective and preventive actions. Identify automation opportunities to improve quality monitoring and reporting processes. Required Skills & Qualifications Minimum 2 years of experience in Service Desk, Quality Assurance, Quality Monitoring, or a similar role. Strong understanding of IT Service Desk operations and support processes. Experience conducting transaction, ticket, call, chat, and email audits. Strong analytical and problem-solving skills. Excellent written and verbal communication skills. Ability to provide coaching and developmental feedback. Strong attention to detail and process orientation. Experience creating reports and presenting insights to stakeholders. Proficiency in Microsoft Excel and PowerPoint. Ability to work independently in a fast-paced environment. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.