1. Quality Assurance & Monitoring

- Design and implement quality frameworks, scorecards, and audit mechanisms

- Govern if regular audits (tickets, calls, chats, emails) are conducted by Quality analysts in adherence to processes and standards

- Monitor compliance against SLAs, KPIs, and quality benchmarks

- Identify quality gaps and recommend corrective actions

1. Performance Management

- Track and analyze key metrics such as:

- First Contact Resolution (FCR)

- Customer Satisfaction (CSAT)

- Average Handling Time (AHT)

- SLA compliance
- Publish weekly/monthly quality reports and dashboards

- Provide actionable insights to leadership and operations teams

1. Coaching & Training

- Ensure timely feedback and coaching sessions are in place for service desk analysts by Quality team members

- Identify training needs based on audit findings and performance data

- Support onboarding and certification of new hires

- Conduct refresher sessions on process adherence and quality standards

1. Continuous Service Improvement (CSI)

- Lead initiatives to improve:

- Customer experience

- Process efficiency
- Ticket quality and resolution time

- Perform Root Cause Analysis (RCA) for recurring issues and low CSAT drivers

- Drive automation and knowledge improvement initiatives

1.



Knowledge Management & Process Governance

- Auditing the Quality of documentation of knowledge articles

- Support knowledge categorization and reuse to improve resolution speed

- Maintain compliance with ITIL processes and organizational policies

- Drive standardization across teams and regions

1. Stakeholder Management & Governance

- Collaborate with:

- Service Delivery Managers

- Operations teams

- Training and Knowledge teams
- Participate in governance reviews and quality forums

- Present insights and recommendations to senior internal and external stakeholders

1. Tools & Analytics

- Utilize tools such as:
- ITSM platforms (ServiceNow / SMAX etc.)

- Quality monitoring tools (Genesys)
- Reporting tools (Excel, Power BI, dashboards)

- Leverage analytics (speech, sentiment, trend analysis) to identify risks and improvements

Required Skills & Competencies

- Strong understanding of IT Service Management (ITIL)

- Expertise in Quality Assurance frameworks and audit methodologies

- Robust analytical and problem-solving skills

- Experience in SLA/KPI tracking and reporting

- Excellent communication and stakeholder management skills

- Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies

📌 Service Desk Quality Manager (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru