Quality Analyst Service Desk

3 weeks ago

Melbourne, Victoria, Australia Capgemini Full time
Overview

Join to apply for the Quality Analyst Service Desk role at Capgemini.

Capgemini is 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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