Overview
Join to apply for theQuality Analyst Service Deskrole atCapgemini.
Capgeminiis a global business and technology transformation partner that helps organizations accelerate their digital and sustainable transition.
The company is committed to a diverse, empowering environment with opportunities for growth and learning.
Role
The role focuses on monitoring and improving the quality of customer interactions and ensuring service excellence within the Service Desk function.
Responsibilities
Monitor and Evaluate Interactions: Review calls, chats, and emails to assess agent performance against established quality standards and compliance requirements.
Conduct Quality Assessments: Utilize evaluation tools to score interactions, identify trends, and ensure consistency in service delivery.
Provide Feedback and Coaching Support: Deliver clear, constructive feedback to agents and collaborate with team leaders to support coaching and performance improvement initiatives.
Analyze Data and Report Insights: Generate reports and dashboards to highlight performance trends, recurring issues, and opportunities for training or process improvement.
Ensure Compliance: Monitor adherence to internal policies, procedures, and regulatory guidelines.
Escalate non-compliance issues as necessary.
Support Continuous Improvement: Recommend enhancements to scripts, workflows, and customer handling procedures based on quality insights.
Maintain Accurate Documentation: Record evaluation results, feedback, and quality scores in a timely and organized manner.
Qualifications
Proven experience in a contact center or customer service environment
Strong understanding of quality assurance principles and evaluation methodologies
Familiarity with QA tools and reporting platforms
Excellent analytical and problem-solving skills
Strong communication skills with the ability to provide clear, constructive feedback
High attention to detail and sound judgment
Ability to manage multiple priorities and meet deadlines
Knowledge of compliance standards and customer service best practices
What you'll love about working here
You will be part of a diverse collective of free-thinkers, entrepreneurs and industry experts, with exposure to scale of transformation and opportunities for growth.
We support a positive work-life balance and embed hybrid working as part of day-to-day reality.
Career growth through numerous learning opportunities and certifications.
A Total Reward package with core and flexible benefits and a Peer Recognition Portal.
Application and next steps
Apply today to be considered for this role at Capgemini.
About Capgemini
Capgemini is a global business and technology transformation partner with a 55+ year heritage and a presence in more than 50 countries.
It leverages capabilities in AI, cloud and data, design, and engineering to address a broad range of client needs.
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