Job Description :
We have urgent requirement of 16-00622 - Service Desk - Quality/Queue Management @ Jersey city, NJ Full Time position with client

Skill Matrix
service desk
Ticketing tool
MS Office

Job # : 16-00622
Job Title : Quality/Queue Management
Job Location : , Jersey city, NJ
Travel Required : No
Overtime Required : No
Position Type : Direct Placement
Remote: No

Job Description :

36 + months in service desk with 12 months in QA role
Communication in neutral accent
Written communication and Email Etiquettes
Operating the computer, OS and Knowledge base navigation
Use of Ticketing tool
Account Management /Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Analytical skills
Remote desktop skills
Effective Business communication
MS Office
Nice /monitoring tool usage
Presentation Skills
Knowledge base development skills
Coaching Skills

Technical Skills
Analyze and adjust volume trends
Maintain ID inventory
Manage skilling and priority
Prepare roster
Forecast volume trends and resource requirement
Intraday reports
Identify and report potential risk to SL''s, provide inputs to capacity planning and client reviews
Track staff time completion
Real time monitoring, simulate resource requirement for new deals as per SL " "
Monitor service desk contacts as per defined quality standards
Conduct certifications for new hires
Flag agents/process that are potential risk to quality
Provide feedback and coaching on quality
Identify top defects and provide inputs to training
Initiate Quality improvement plan
RCA on escalations defects
Contribute to updating the knowledgebase
Track performance on critical to quality parameters
Maintain and update Quality legend to capture voice of the customer
Conduct QRL sessions
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andy AT keylent DOT com