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 223,000 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 June 2026 totaled $14.8 billion.