Quality Analyst: Service Desk

**Who We Are**At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day.So why work at Kyndryl?We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.**The Role**Are you passionate about delivering exceptional customer experiences?Do you thrive in a dynamic and collaborative environment where your ideas can shape the future of quality standards?Look no further: join Kyndryl as a Quality Analyst: Service Desk and embark on a rewarding journey to revolutionize customer satisfaction.As a Quality Analyst: Service Desk, you will be at the forefront of our commitment to excellence.You will foster a culture of quality that goes beyond meeting customer needs: our goal is to exceed expectations and create enthusiastic fans.Working closely with the Quality Manager of the Customer Service Center (CSC) and a team of talented quality specialists, you will build strong relationships and collaborate to develop innovative solutions that leave a lasting impact.No two days will be the same in this role.Your passion for improvement will drive you to proactively identify areas for enhancement and implement changes that lead to continuous performance advancements.Leveraging your expertise in defect prevention methodologies, you will eliminate wasteful practices and drive process improvements that elevate our standards to new heights.As the owner and driver of the Quality Call Process, you will ensure that interactions with our customers are of the highest quality.Through meticulous call monitoring and detailed feedback, you will empower our team to consistently deliver exceptional service.Similarly, as a master in the documentation verification process, you will ensure that our ticket records are impeccable, adhering to strict standards and effectively utilizing computer telephony integration (CTI).Your influence will extend beyond daily operations.You will conduct regular presentations to both your team and the management team, becoming the voice of quality improvement, sharing ideas, and inspiring change.With your experience in root cause analysis, you will uncover key defect areas, enabling the implementation of specific action plans that generate significant results.At Kyndryl, we believe that quality is not just a goal but a way of life.If you are ready to make a mark, challenge the status quo, and revolutionize customer satisfaction, this is your role.Join us as a Technical Quality Specialist and be part of a team dedicated to setting new standards of excellence in the tech industry.**Your future at Kyndryl**Every position at Kyndryl offers a path to grow your career.We have opportunities that you won't find anywhere else, such as hands-on experience, learning opportunities, and the chance to get certified on leading platforms.Whether you want to expand your knowledge base or narrow your focus and specialize in a specific sector, you will find your opportunity here.**Who You Are**You're good at what you do and possess the required experience to prove it.However, equally as important - you have a growth mindset; keen to drive your own personal and professional development.You are customer-focused - someone who prioritizes customer success in their work.And finally, you're open and borderless - naturally inclusive in how you work with others.**Required Skills and Experience**- 1+ years of experience in QA or quality monitoring in Service Desk or technical support.- Knowledge of ITIL and best practices in incident and request management.- Proficiency with tools such as ServiceNow, Remedy, Zendesk (or similar).- Intermediate Excel skills.- Ability to analyze data and generate reports (Power BI is a plus).- Attention to detail and documentation skills.- Excellent communication and feedback skills.- Ability to work under pressure focused on delivering results.- Proficiency in PowerPoint for presenting results.**Preferred Skills and Experience**:- Experience in test automation or using tools like Postman, Selenium, Power Automate, Power BI, Five9, Avaya WFO, Virtual Observer, Advanced Excel.- Knowledge in scripting (Python, PowerShell) for log analysis or process automation.**Being You**Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are.We welcome people of all cultures, backgrounds, and experiences.But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice.This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture.That'