Full-time · Associate
10,001+ employees · Financial Services

In This Role, You Will:
Participate in coordinating activities and resources in support of technical initiatives with low to moderate risk and complexity within Technology Business Services
Review basic issues, policies, and procedures for which answers can be quickly obtained related to lower risk tasks and deliverables with narrower impact
Receive direction from supervisor and exercise judgement within defined parameters while developing understanding of function, policies, procedures, and compliance requirements
Provide information to managers, functional colleagues, and stakeholders, including internal as well as external customers after gathering requirements, developing documentation, tracking and reporting initiative, and budget status

Required Qualifications, US:
6+ months of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Experience in the Service Desk space and quality Management framework
Proven track record of analytical skills;
Hands-on experience in quality assurance;
Great people skills and ability to communicate and collaborate with team members
Good organizational skills, knowledgeable in goal-setting practices;

Responsibilities:
Gather ServiceDesk requirements, customer feedback & Quality scope
Define quality monitoring process, approach, and structure
Calibrate on Audit process, parameters, and weightages
Collaborate and build cadence with Service Desk Operation team and delivery leadership
Conduct ongoing evaluations, audits, and assessments
Identify process, technology, resource improvement and training opportunities
Provide regular feedback, coaching and training to resources
Produce daily/weekly/monthly/quarterly Service desk agents operational ranking and how to help improve the agent's performance.
Recommend process, technical improvements, and changes