SERVICE DESK QA

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. Quality Analyst for Service Desk, auditing inbound interactions, identifying risks, and reporting insights to drive service excellence.