Job description:

Job description Quality Coach SJ Service DeskThe role as Quality Coach for ServiceDesk has it s focus on maintaining and measuring the technicians technical skills, as well as the soft skills. The Quality Coach is overall responsible for the quality of the team. This is being done by auditing the teams calls and electronic communications with the users. These are the focus areas for the QC: Overall quality of ServiceDesk Ensure the teams audits scores are good. Report quality statistics to management. Responsible for customer survey feedback. Maintain routines to ensure they are up to date and in accordance with the agreed processes. Create new routine if needed. Maintain shared reports in the ITSM-tool. Maintain templates in ITSM-tool.As a QC it is important to be able to plan your own work. You need to be able to work independently and take your own initiatives. You also need to have an analytical mind to be able to spot patterns and analyze the data that you have. You cannot be afraid to give feedback to your colleagues since that is one of the major parts of the roles to help the team achieve the best possible results. Merithal skills is if you have previous experience of working with Excel, Power BI, ITSM-tools, and data analysis.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases