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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📌 Senior Administrator - Program & Project Management (Bengaluru)
🏢 HCLTech
📍 Bengaluru