Quality Coach

What Success Looks Like In This Role

• Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.
• Coaching abilities to drive agent performances
• Provide input for Knowledge Article updates and recommend other improvement suggestions.
• Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience.
• Collaborate with Knowledge, training, Quality and Operation to drive results
• Prepare and Drive Quality assurance Weekly, Monthly business presentation [WBR, MBR]
• Active participation in quality initiatives and Team objectives and high-quality execution of the Quality Process.
• Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics.
• May involve Client interaction and activities
• SD basic technical troubleshooting experience
• Demonstrated awareness of industry best practices in Quality Assurance and proficiency in leveraging market-relevant technologies to ensure high standards of product quality.
  
  

You will be successful in this role if you have:

• Minimum 2+ years of relevant experience
• Excellent verbal and written communication in English and any additional applicable languages
• Bachelors’ Degree in any field is desired.
• ITIL foundation certified
• Background in retails is a plus
  
  

Key Skills

• Good understanding of IT Service Desk Level 1 Support processes
• MIS reporting, trending reporting and Analytics
• Good knowledge of Service Desk Tools, Applications
• Experience creating and updating reports. Should be able to interpret data and trend analysis.
• Able to resolve escalations and keep stakeholders informed
• Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
• Growth Mindset that generates curiousness about the working environment
• Knowledge of PowerBi Reporting, MIS Excel
• Hands on experience on Ticketing tool like – ServiceNow and Genesys
• Knowledge of Speech and Text Analytics, Auto Assist, Sentiment Analysis is an added advantage
• Should be able to work with Global Team and related Operations Functions
  
  

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.

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