Sr Administrator (Support & Operations)

Technology, Data & Digital · Software & Web Development · QA & Testing · Business Analysis

In short

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

Responsibilities

Lead end-to-end quality assurance programs across multiple service lines, channels, or business processes.
Conduct detailed quality audits of customer interactions, operational activities, and process compliance.
Perform trend analysis, root cause analysis (RCA), and quality reviews to identify systemic issues and drive corrective actions.
Develop and maintain quality scorecards, monitoring frameworks, and audit methodologies.
Provide structured coaching, mentoring, and quality feedback to team members, supervisors, and operational leaders.
Drive calibration sessions with internal and external stakeholders to ensure scoring consistency.
Partner with Operations, Training, Knowledge Management, and Process Improvement teams.
Monitor compliance with organizational policies, regulatory requirements, and quality standards.
Create executive-level quality dashboards, reports, and presentations.
Lead quality governance reviews and represent the Quality function in meetings.
Support business transformation initiatives and process optimization programs.
Recommend automation, standardization, and best practices to improve operational quality.
Contribute to internal and external audits and compliance assessments.

Requirements

3-7 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 with expertise in interpreting performance data and identifying business insights.
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
Strategic Thinking
Business Acumen
Customer Centricity
Data-Driven Decision Making
Leadership and Influencing Skills
Continuous Improvement Mindset
Attention to Detail
Problem Solving and Critical Thinking
Collaboration and Relationship Management
Governance and Risk Management

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

ExcelPower BISix SigmaISO 9001COPCLeanServiceNowCRM

#Quality Assurance#Customer Experience#Service Delivery#Business Operations

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…

See all open jobs at HCLTech Read more about HCLTech Website