Senior Administrator - Program & Project Management
India
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Job Description
Senior Administrator - Program & Project Management
Bengaluru, Karnataka

Job Summary

Quality Assurance for Service Desk Non Voice - L2

Job Description : Monitor and audit non-voice Service Desk interactions (emails, chats, tickets) to ensure quality and compliance.\\\\r\\\\nEvaluate cases against defined QA frameworks, SLAs, and customer experience standards.\\\\r\\\\nIdentify process gaps, recurring errors, and training needs through regular quality analysis.\\\\r\\\\nProvide feedback, coaching inputs, and improvement recommendations to Service Desk teams.\\\\r\\\\nTrack and report quality metrics, trends, and continuous improvement actions to stakeholders.

Key Responsibilities

Monitor and audit non-voice Service Desk interactions (emails, chats, tickets) to ensure quality and compliance. Evaluate cases against defined QA frameworks, SLAs, and customer experience standards. Identify process gaps, recurring errors, and training needs through regular quality analysis. Provide feedback, coaching inputs, and improvement recommendations to Service Desk teams. Track and report quality metrics, trends, and continuous improvement actions to stakeholders.

Skill Requirements

Monitor and audit non-voice Service Desk interactions (emails, chats, tickets) to ensure quality and compliance. Evaluate cases against defined QA frameworks, SLAs, and customer experience standards. Identify process gaps, recurring errors, and training needs through regular quality analysis. Provide feedback, coaching inputs, and improvement recommendations to Service Desk teams. Track and report quality metrics, trends, and continuous improvement actions to stakeholders.

Other Requirements

Monitor and audit non-voice Service Desk interactions (emails, chats, tickets) to ensure quality and compliance. Evaluate cases against defined QA frameworks, SLAs, and customer experience standards. Identify process gaps, recurring errors, and training needs through regular quality analysis. Provide feedback, coaching inputs, and improvement recommendations to Service Desk teams. Track and report quality metrics, trends, and continuous improvement actions to stakeholders. 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.