Sr Administrator (Tools & Automation)
Technology, Data & Digital · Software & Web Development · QA & Testing · IT Support
In short
The Quality Auditor role is responsible for ensuring service delivery excellence, process compliance, and quality assurance across retail IT support operations. This role focuses on auditing support interactions, identifying gaps, and driving continuous improvement using tools like Qualisys and Gen AI capabilities.
Responsibilities
- Conduct end-to-end quality audits across Service Desk interactions and L2/L3 ticket resolution to ensure adherence to ITIL processes, SLAs, and documentation standards.
- Validate ticket quality including proper categorization, accurate documentation, and complete resolution closure details.
- Audit retail touchpoints (POS, BOS, HOS, KMS, RAP) incidents to ensure effective troubleshooting and high-quality resolution of business-critical incidents.
- Leverage Qualisys tool and Gen AI capabilities for comprehensive audits of calls and chats, evaluating customer and agent sentiment.
- Capture Audits on TAB Platform for automated feedback mechanisms and nudge feedback process to drive AI adoption amongst service desk agents.
- Ensure compliance with SOPs, KBAs, escalation protocols, and audit readiness requirements.
- Define, track, and report quality metrics (audit scores, SLA adherence, error rates, repeat incidents).
- Perform root cause analysis (RCA) on quality gaps, repeated issues, and process deviations, implementing corrective and preventive improvements.
- Evaluate knowledge base usage, identify content gaps, and support Knowledge Management teams.
- Analyze customer feedback, CSAT, and experience metrics to identify improvement areas.
- Drive continuous improvement initiatives across Service Desk, remote resolver, and field support teams.
- Ensure alignment with governance frameworks through active participation in quality reviews, audits, and operational forums.
Requirements
- 3–6 years in Quality Assurance / ITSM Audit roles.
- Strong ITIL process knowledge and quality frameworks understanding.
- Experience in retail IT environments and touchpoint systems (POS, BOS, etc.).
- Hands-on with ITSM tools (ServiceNow preferred) and reporting dashboards.
- Strong analytical, documentation, and data-driven decision-making skills.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark at a place that puts its people first.
#IT Support#Quality Assurance#ITSM
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Noida, India
Applicants
Be an early applicant