Quality Analyst Job In Mindtree Consulting In Bangalore

Key Responsibilities:

• Daily calls/ incidents/SRs audits & review to ensure quality and accuracy of the data
• Sharing timely feedback to avoid the commonly occurring errors
• Sharing weekly dashboard to furnish the pain points and sharing improvement areas
• Regular 1-0-1 discussions with the L1/L2 for the incidents/SR/calls audited identifying training needs
• Publishing stats to the engineers regularly and ensuring timely feedback is given
• Ageing ticket review and analysis to share process improvement ideas and suggestions
• Makes process recommendations for improvements and service enhancements
• Share training needs for L1 as per the audits done
• Conducting communication/process training as and when there is a need
• Conduct regular team huddles and share important information with respect to process/procedures
• Audit/review incidents/SR/Calls for the users who give a D-Sat survey and maintain the database for findings process gaps/improvement ideas

Knowledge & Skills

• Excellent written and verbal communication skills with hands on experience on audit/feedback mechanism
• Sound knowledge of ITIL Methodologies & best practices
• Strong customer service skills
• Good working knowledge of MS-Word, Excel, PowerPoint and Outlook, Visio, etc
• Technical knowledge of Windows OS – various versions, O365, Active Directory, Citric, VMWare, basic Networking knowledge
• Hands on experience of working on ITSM tools like – ManageEngine, ServiceNow, BMC Remedy, etc
• Excellent training, coaching and mentoring skills
• Quick learner and understand the nitty-gritties of a complex working structure
• Good interpersonal skills, time management and detail oriented
• Ability to identify process gaps and suggest improvements

Mindtree Consulting is looking for B.E. / B.Tech , BCA / BCM , B.Sc profile candidates.