Posted 12 June, 2026
IND_Support Executive
VARITE INDIA PRIVATE LIMITED
Pan India, Karnataka, IN
Full Time
Reference: 26-33448-2522-2
Company Name: VARITE India Private Limited
About The Client:
Client is an Indian multinational technology company specializing in information technology services and consulting. Headquartered in Mumbai, it is a part of the Tata Group and operates in 150 locations across 46 countries.
About The Job:
Required Skills & Qualifications:
How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
About The Client:
Client is an Indian multinational technology company specializing in information technology services and consulting. Headquartered in Mumbai, it is a part of the Tata Group and operates in 150 locations across 46 countries.
About The Job:
- We are seeking a detail-oriented Service Desk Quality Analyst to monitor| evaluate| and improve the quality of inbound customer interactions (calls and chats).
- The role involves auditing tickets| analyzing performance data| coaching agents| and driving continuous improvement in customer support delivery.
- Monitor and evaluate inbound calls and chat interactions for quality assurance.
- Perform regular audits of tickets| calls| and chat transcripts.
- Ensure adherence to SLA| process guidelines| and quality standards.
- Provide constructive feedback and coaching to agents to improve performance.
- Analyze trends| identify gaps| and share actionable insights and reports.
- Prepare and maintain QA scorecards| dashboards| and performance metrics.
- Work closely with team leads to implement quality improvement initiatives.
- Participate in calibration sessions to maintain consistency in evaluations.
- Drive continuous improvement in customer experience and support processes.
- Feedback & Coaching Methods:
- One-on-one feedback sessions with agents
- Monthly performance reviews
- Real-time call/chat coaching
- Sharing best practices and improvement plans
- Use of QA scorecards and documented feedback reports
- Conducting refresher training sessions
Required Skills & Qualifications:
- Minimum 3+ years of experience in Service Desk QA (mandatory)Hands-on experience in quality auditing of calls and chat support
- Strong understanding of Service Desk processes and ticket auditing
- Excellent analytical and reporting skills
- Strong technical understanding of IT support environments
- Ability to provide structured feedback and improvement suggestions
- Strong Communication Skills (verbal & written) Analytical Thinking & Problem Solving
- Attention to Detail Empathy towards agents and ability to coach effectively
- Ability to identify improvement areas and recommend solutions
- Stakeholder and team collaboration
- Experience working with US customers
- Familiarity with QA tools| ticketing tools (ServiceNow| Remedy| etc.)
- ITIL knowledge (preferred)
- Ability to suggest communication improvement strategies for agents
- Capability to balance quality standards with agent morale and performance
- Proactive approach in identifying process improvements
- Technical and system expertise (networking| active directory| DNS)
- Customer support using telephone and computer skills
- Excellent analytical skills and communication
- Problem-solving and troubleshooting abilities
- Time management
- Teamwork and collaboration
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate| if needed| unresolved problems to a higher level of support
- Excellent written verbal and presentation skills.
- Skills: Desktop Management - Infrastructure Services (IS)~Quality Management for Delivery~IT IS_Service Desk
- Experience Required: 4-6
How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
| 0-2 years | INR 5,000 |
| 2-6 years | INR 7,500 |
| 6+ years | INR 10,000 |
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
