SERVICE DESK QA - Hyderabad

Job Description
The Quality Analyst will support Zensar Technologies' Service Desk by meticulously reviewing inbound calls, chat sessions, and self‑service requests. You will uncover performance trends, assess compliance, and deliver actionable recommendations to management and clients. This role requires occasional participation in live queues and flexible shift coverage, including weekends, to maintain a deep understanding of the service environment.
Responsibilities
Review and audit recorded inbound calls, chat transcripts, and self‑service tickets for compliance and quality standards.
Identify recurring patterns, performance gaps, and potential risks in service desk interactions.
Document findings and prepare detailed QA reports for internal stakeholders and client leadership.
Communicate actionable insights and recommendations to Service Desk managers and agents.
Participate in inbound call and chat queues periodically to maintain hands‑on perspective.
Conduct root‑cause analysis on identified issues and suggest process improvements.
Track key quality metrics and ensure alignment with SLA and KPI targets.
Collaborate with training teams to develop coaching materials based on audit results.
Support continuous improvement initiatives across the Service Desk function.
Adhere to rotational shift schedules, including weekends and holidays, as required.
Qualifications
Bachelor’s degree or equivalent experience in IT, Business, or related field.
Minimum 5 years of experience in a Service Desk or Quality Assurance role.
Strong analytical skills with ability to interpret data and spot trends.
Excellent written and verbal communication skills.
Familiarity with call recording, chat monitoring, and ticketing systems (e.g., ServiceNow, Zendesk).
Knowledge of ITIL or other service management frameworks is a plus.
Ability to work flexible shifts, including nights, weekends, and holidays.
High attention to detail and commitment to quality standards.
Proficiency in Microsoft Office Suite, especially Excel for reporting.
Customer‑focused mindset and ability to handle confidential information.
About Us
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

Work arrangement
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