Job Description

Job Description About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. - Proven CS /Tech Support experience in managing overall effectiveness and other Quality Interventions. - Executing the Quality control framework including Checklist design, Sampling plan, Audits, Quality feedback and Reporting - Work in conjunction with the Team Leaders and the Operations Managers to ensure performance and quality standards are adhered. - Conduct & facilitate Internal & External audit (Like ISO Audits, Independent Assessment etc.) - Establishing & strengthening QC Practices as per process & business requirement. - Support to QC's, TL & Managers in driving Quality Improvements - Tracking & analyzing customer complaints. - Conduct Internal and External Calibration sessions to reduce the variance between the audit teams - Ability to analyze process performance data on Quality and share periodic reports to Internal and Client stakeholders - Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience - Enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery teams. Added advantage if trained on YB/GB Six Sigma methodology - Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis - Strong communication skills and ability to represent Quality as part of Delivery reviews and client meetings - Ability to constantly collaborate with external/internal and Global Quality teams to for successful execution of deliverables Advanced English language: Excellent verbal and written communications \\ Strong decision making and analytical ability Advance T/S on Windows OS, Office, IOS & Android Advance T/S of Handled Mobile devices, Network issues Advance support skills on Microsoft Office applications Previous experience performed Service Desk L1 or L1.5 for Telecom services & devices including: Intermediate knowledge of information technology application platforms, storage, cloud, wireless and networking. Intermediate knowledge of Review networks issues including IP network security, authentication, certificates, remote access, network access controls and network management. Min. 2-3 yrs. experience in working in Tech support – Mobility support process providing remote support for mobile devise, handheld, MDM Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite Advance knowledge of T/S Small Forms (iOS, Android, Windows) Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.