Service Desk QA

We are hiring for Service Desk QA

Location Pune

Experience 6+ Years

Job Summary

We are hiring a Service Desk QA professional to monitor and improve service desk quality processes and ensure SLA adherence.

Key Responsibilities

• Perform quality audits for service desk interactions.
• Review tickets, calls, and incident records.
• Ensure compliance with SOPs and SLAs.
• Prepare QA reports and dashboards.
• Identify improvement opportunities.
• Conduct feedback and coaching sessions.
• Monitor customer satisfaction metrics.
• Coordinate with operations teams.

Required Skills

• Service Desk operations
• Quality assurance processes
• ITIL knowledge
• Audit and reporting
• SLA monitoring
• Incident management
• Communication skills

Preferred Skills

• QA certification
• Experience in IT support environments

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