Work Location: Pune/ Hyderabad

Work Experience: 3+ yrs

Band: F1

Job description:



1. The resource is responsible for performing quality assurance on all sources of communication from Authorized Users.
2. Audit any interaction with Authorized Users which include but not limited to phone calls, email,a secure Web site, Chat, social media, or any other means
3. Utilize, adhere, review and make recommendations to the existing Quality Management process utilizing the identified best practices and processes, and the Incident Management tool.
4. Contact and document Authorized Users who rated 2 or less on any question on the Service Desk Authorized User Satisfaction Survey and Customer Satisfaction Survey
5. Manage and document negative feedback escalations from Authorize Users
6. Document the Audits completed on all sources of communications from the Authorized Users
7. Allow concerned parties to perform audits that will focus on Contractor’s adherence to its quality assurance procedures and standards; on the metrics gathered to support quality assurance activities; and on Contractor’s efforts to improve overall quality.
8. Track the use of the Quality Management and report on a monthly basis, Number of Audits by Agent and Audit Results must represent 5-10% of the analyst call\ticket volume for the given monthly audit period
9. Utilize, adhere, review and make recommendations to the existing Knowledge Management process based on identified industry best practices and processes
10. Train new hires on help desk processes, procedures, standards, and systems This includes call handling, customer service skills, ticket creation and documentation, and basic troubleshooting resources and methods
11. Develop and maintain training materials: print, electronic, audio/visual, etc for delivery in classroom, web, phone, etc. settings
12. Update training curriculum in response to process or system changes
13. Develop, administer, and score assessments Track and report on results
14. Schedule training sessions in cooperation with help desk management to minimize disruption to scheduling
15. Perform random QA audits, performance evaluations and training as needed to ensure SLA define in the Scope of Work is met.
16. Handle and resolve escalated personnel issues by analyzing, investigating, identifying and recommending action
17. Maintain professional and technical knowledge by attending educational workshops and benchmarking state of the art practices.
18. Communicates effectively with the Service Support Staff, The Operation Management, Team Understands the job functions of direct reports and routinely shares ideas and perspectives which help improve overall team performance Meets the established SOW SLA’s
    1. Completed Ticket Evaluations
    2. Call Monitoring Sessions
    3. Side by Side Counseling Sessions
19. Interact directly with business sponsors and subject matter experts to understand business requirements and constraints
20. Carry out user modeling and task analysis, and develop personas and scenarios
21. Conduct user research and communicate findings of user research
22. Create or advise on content architecture and navigation design
23. Understand complex user requirements and technical constraints, and translate them into simple user interface

Must Have’s:

1. Bachelor's degree in information technology, engineering, or a related field.
2. At least three years’ experience working in IT service management, or a similar role.
3. Strong knowledge of IT service management software including ITIL and COBIT.
4. Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
5. Excellent managerial skills and ability to collaborate with team members.
6. Ability to analyze a high volume of technical data and work in a fast-paced environment.
7. Strong problem solving, analytical, and time management skills.
8. Should possess excellent oral, written, problem-solving and analytical skills.
9. Must be able to succeed with minimal resources and supervision.
10. Confident and effective communicator using various media
11. A skillful listener with an open style; good at facilitating discussion
12. Knowledge of PowerBI, Tableau, Excel, SmartSheets

Good to Have:

1. ITIL Foundation certification (v3 or higher)
2. Usability Analyst certification desirable.

About us:

At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support. Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. 

The way to your dream job and organization is just a click away.

Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.