We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™
What success looks like in this role:
Role Purpose:
To be a Quality Assurance Specialist with respect to communication and technical knowledge for the MSC Service Desk agents. Support the operations on any issues or concerns related to call and ticket handling, as well as training and mentoring process. Monitor calls and tickets, give feedback to agents, provide Training and mentoring in turn helps them to improve. The Quality Assurance Specialist will be responsible for compliance with processes and procedures in MSC. They will be responsible for identifying training needs and identifying improvement needs in processes, procedures and utilization. The Quality Assurance Specialist will work closely with MSC leaders and the Training team in the development of call and ticket handling quality of the Service Desk agents and support of the implementation of the policies and procedures.
Key Responsibilities/Outcomes:
Provide trainings for new and experienced agents by leaders request
Deliver consistent coaching and training on call handling and ticket logging to Service Desk agents. Ensure that all designated agents in the team are coached and trained effectively.
Provide input for Help File and Knowledge Base updates
Provide service and agent quality input for supervisors and prepare reports and quality indicators as necessary to the supervisor or Service Managers on a regular basis;
Actively participate on various conference calls
Deliver consistent coaching on call handling and ticket logging. Ensure that all designated agents in the team are coached effectively
Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures
Conduct forums and workshops with Service Desk staff, giving them the opportunity to discuss call guidelines and other quality related questions
Conduct call and ticket analysis and based on the findings identify training needs and bring them to management notice
Serve as focal point for any call and ticket quality related queries
Provide on the job coaching and training sessions to the agents
Conduct call and ticket monitoring on a regular basis for Service Desk agents
Ensure effective feedback to all designated agents in a timely manner, driving improvement for the agents
Mentoring Service Desk agents by leaders request
Key Qualifications:
Work experience as a Senior Service Desk Agent or similar role
Excellent verbal and written communication knowledge in English
Native/close to native in the supported languages
Advanced Knowledge of Networking, Windows Operating System and MS Office
Expert knowledge of various Service Desk Tools
Excellent knowledge of the client specific procedures and processes
You will be successful in this role if you have:
Job Specific Skills:
Excellent teaching and communication skills
Mentoring skills
Ability to impart knowledge on various levels; experience in coaching and mentoring
Aptitude for quick learning of technical and procedural topics
Ability to coordinate multiple, dissimilar activities simultaneously
Patience, stress and frustration resistance
Ability to work with minimal supervision and affinity for team-based action planning
Ability to provide constructive verbal and written feedback
Ability to work in a pressurized environment and able to deliver against a tight timescale.
Act Independently and be self-motivated
Excellent Problem Solving and Customer Service Skills
Drive for results
Excellent analytical skills, paying attention to details
Strong customer and team-oriented focus
Multitasking and coordination skills
Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
Patient and calm personality
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Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity
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