Sr Administrator (Support & Operations)

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I korthet

The Sr Administrator (Support & Operations) role involves driving quality excellence across customer support and operational processes using advanced QA practices. Responsibilities include leading QA programs, conducting audits, performing trend analysis, and providing coaching to enhance customer experience and business outcomes.

Ansvarsområden

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 against defined standards and contractual obligations.
Perform trend analysis, root cause analysis (RCA), and quality reviews to identify systemic issues and drive corrective and preventive actions.
Develop and maintain quality scorecards, monitoring frameworks, and audit methodologies aligned with business objectives.
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 and audit integrity.
Partner with Operations, Training, Knowledge Management, and Process Improvement teams to identify opportunities for performance enhancement.
Monitor compliance with organizational policies, regulatory requirements, customer commitments, and quality standards.
Create executive-level quality dashboards, reports, and presentations highlighting key performance trends, risks, and improvement opportunities.
Lead quality governance reviews and represent the Quality function in customer meetings, operational reviews, and audits.
Support business transformation initiatives, process optimization programs, and customer experience improvement projects.
Recommend automation, standardization, and best practices to improve operational quality, efficiency, and consistency.
Contribute to internal and external audits, compliance assessments, and certification initiatives.

Krav

Bachelor's degree in Business Administration, Quality Management, Operations Management, or a related discipline.
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.

Önskade kvalifikationer

Advanced Quality Auditing & Monitoring
Quality Governance & Compliance Management
Root Cause Analysis (RCA) & Corrective Action Planning
Customer Experience (CX) Quality Management
Data Analysis & Reporting
Performance Coaching & Mentoring
Process Improvement & Continuous Improvement
Risk Assessment & Control Monitoring
Stakeholder Management
Advanced Microsoft Excel and Power BI
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

Förmåner

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.

Färdigheter

Microsoft ExcelPower BIServiceNowCRMContact Center PlatformsWorkforce Optimization Tools

#quality assurance#customer support#operations#process excellence#quality management#auditing#compliance#data analysis#reporting#stakeholder management#process improvement#six sigma#lean#COPC

Om 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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