Subject Matter Expert (Support&Ops)

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

The Quality Analyst (Level 3) is responsible for driving quality excellence across customer support and operational processes. This role involves advanced quality assurance, data analysis, and implementing continuous improvement strategies to enhance customer experience and business outcomes.

Responsibilities

Lead end-to-end quality assurance programs.
Conduct detailed quality audits of customer interactions and processes.
Perform trend analysis and root cause analysis to identify systemic issues.
Develop and maintain quality scorecards and monitoring frameworks.
Provide coaching and feedback to team members and leaders.
Drive calibration sessions with stakeholders.
Monitor compliance with policies, regulations, and quality standards.
Create executive-level quality dashboards and reports.
Lead quality governance reviews.
Recommend automation and standardization for operational quality.
Support business transformation and process optimization initiatives.

Requirements

Bachelor's degree in Business Administration, Quality Management, Operations Management, or related discipline.
5-8 years of experience in Quality Assurance, Customer Experience, Service Delivery, Business Operations, or related functions.
Demonstrated experience in quality governance, audit management, performance improvement, and compliance monitoring.
Strong analytical and problem-solving skills.
Experience leading calibration programs, quality improvement initiatives, and cross-functional projects.
Excellent communication, stakeholder management, coaching, and presentation skills.
Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and reporting tools.
Strong understanding of quality management frameworks, customer service operations, and process improvement methodologies.

Desired Qualifications

Six Sigma Green Belt / Black Belt Certification
ISO 9001 Lead Auditor or Internal Auditor Certification
COPC, Lean, Quality Management, or Process Excellence Certifications
Experience with Quality Management Systems (QMS)
Knowledge of Customer Experience (CX) Frameworks
Exposure to ServiceNow, CRM, Contact Center Platforms, or Workforce Optimization Tools
Experience supporting global service delivery and multi-channel operations

Benefits

Supercharge your potential at HCLTech.
Find your career and spark.
A place that puts its people first.

Skills

Quality AuditingQuality GovernanceRoot Cause AnalysisCustomer ExperienceData AnalysisPerformance CoachingProcess ImprovementRisk AssessmentStakeholder ManagementMicrosoft ExcelPower BISix SigmaISO 9001COPCLeanServiceNowCRMContact Center PlatformsWorkforce Optimization

#Quality Assurance#Support#Operations#Customer Experience#Process Improvement#Data Analysis

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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