About this role
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.
- 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.