SERVICE DESK QA - Hyderabad

Company : Zensar Technologies

Job Description - SERVICE DESK QA - Hyderabad

Description
The Quality Analyst will support Zensar Technologies' Service Desk by meticulously reviewing inbound calls, chat sessions, and self‑service requests. You will uncover performance trends, assess compliance, and deliver actionable recommendations to management and clients. This role requires occasional participation in live queues and flexible shift coverage, including weekends, to maintain a deep understanding of the service environment.

Responsibilities

Review and audit recorded inbound calls, chat transcripts, and self‑service tickets for compliance and quality standards.
Identify recurring patterns, performance gaps, and potential risks in service desk interactions.
Document findings and prepare detailed QA reports for internal stakeholders and client leadership.
Communicate actionable insights and recommendations to Service Desk managers and agents.
Participate in inbound call and chat queues periodically to maintain hands‑on perspective.
Conduct root‑cause analysis on identified issues and suggest process improvements.
Track key quality metrics and ensure alignment with SLA and KPI targets.
Collaborate with training teams to develop coaching materials based on audit results.
Support continuous improvement initiatives across the Service Desk function.
Adhere to rotational shift schedules, including weekends and holidays, as required.

Qualifications

Bachelor’s degree or equivalent experience in IT, Business, or related field.
Minimum 5 years of experience in a Service Desk or Quality Assurance role.
Strong analytical skills with ability to interpret data and spot trends.
Excellent written and verbal communication skills.
Familiarity with call recording, chat monitoring, and ticketing systems (e.g., ServiceNow, Zendesk).
Knowledge of ITIL or other service management frameworks is a plus.
Ability to work flexible shifts, including nights, weekends, and holidays.
High attention to detail and commitment to quality standards.
Proficiency in Microsoft Office Suite, especially Excel for reporting.
Customer‑focused mindset and ability to handle confidential information.

Original job SERVICE DESK QA - Hyderabad posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Share Job

Get your Resume Reviewed for Free

Similar Service Desk QA Jobs in India

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip

SERVICE DESK QA - Hyderabad

Job Description - SERVICE DESK QA - Hyderabad

Similar Service Desk QA Jobs in India

Mobile Apps