Service Desk Quality Manager

Tata Consultancy Services; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Tata Consultancy Services is seeking a Quality Assurance & Monitoring leader in Bengaluru to design and implement quality frameworks, monitors and reports on KPIs, audits processes, and drives continuous improvement across service delivery. The role requires strong ITIL knowledge, QA methodologies, and stakeholder management to raise the standard of service across regions and teams.

You will collaborate with service delivery, operations, and knowledge teams to ensure adherence to ITIL and

Qualifications

• Strong understanding of IT Service Management (ITIL).
• Expertise in Quality Assurance frameworks and audit methodologies.
• Strong 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.

Responsibilities

• 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.
• Publish weekly/monthly quality reports and dashboards; provide actionable insights to leadership.
• Lead Continuous Service Improvement (CSI) initiatives to enhance customer experience and process efficiency.
• Audit documentation quality and support knowledge management and governance.

Skills

ITIL

QA frameworks

Analytical skills

SLA/KPI tracking

Communication

Lean/Six Sigma

Tools

ServiceNow

SMAX

Genesys

Excel

Power BI

Job description

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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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
• Strong 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