QA Analyst - 24/7 Rotation Shift

Key Responsibilities:

• Review and evaluate Service Desk tickets, calls, chats, and emails for quality compliance.
• Monitor adherence to SOPs, processes, and customer service standards.
• Conduct quality audits and document evaluation results.
• Identify performance gaps and recurring issues.
• Provide feedback to agents and team leaders on quality findings.
• Prepare weekly and monthly QA reports.
• Track quality trends and recommend improvement actions.
• Support calibration sessions to ensure consistent scoring.

Requirements:

• 1-2 years of experience in QA, Service Desk, Customer Service, or Contact Center operations.
• Basic understanding of IT Service Management (ITSM) and ticketing tools.
• Good analytical and communication skills.
• Proficient in Microsoft Excel and reporting.
• Detail-oriented with strong problem-solving skills
• On shift rotation