About the job
Full details, eligibility and the selection process are available on the company's careers page.
HCLTech
Sr Administrator (Support & Operations)
Posted 1 week ago
- Experience
- 3-7 years
- Location
- Bengaluru, Karnataka
- Job type
- Full-time
- Work mode
- On-site
Complete details and how to apply
Sr Administrator (Support & Operations)
Location: Bengaluru, Karnataka, India
Work Experience: 3–7 Years
Job Description
Job Title: Sr Administrator (Support & Operations)
Job Summary
The Quality Analyst (Level 3) is responsible for driving quality excellence across customer support and operational processes through advanced quality assurance practices, insightful analysis, governance, and continuous improvement initiatives.
The role serves as a key partner to Operations, Training, Process Excellence, and Leadership teams by identifying performance gaps, mitigating compliance risks, and implementing sustainable quality improvement strategies that enhance customer experience and business outcomes.
Key Responsibilities
- 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.
Requirements
- 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.
Must-Have Skills
- 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
Preferred Skills
- 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
Key Competencies
- Strategic Thinking
- Business Acumen
- Customer Centricity
- Data-Driven Decision Making
- Leadership and Influencing Skills
- Continuous Improvement Mindset
- Attention to Detail
- Problem Solving and Critical Thinking
- Collaboration and Relationship Management
- Governance and Risk Management
Interview prep · Technical Support
How to prepare for this interview
Support interviews look for clear communication, a calm and methodical troubleshooting approach, and solid basics in networking, operating systems and the company's product. Expect role-play scenarios with an upset customer.
Typical selection process
-
1
Aptitude and communication
An aptitude test plus a written or spoken English assessment, such as an email-writing task.
-
2
Technical round
Networking, operating systems, basic SQL and troubleshooting scenarios.
-
3
Role-play
Handle a mock customer call or chat for a product issue.
-
4
HR
Shift timings, rotational weekends, notice period and salary.
Rounds vary between companies. HCLTech may combine or skip some of them.
Questions to start with
Open a question to see what the interviewer is looking for.
Technical A user says "the internet is not working". How do you troubleshoot?
How to answer:
Work layer by layer: cables or Wi-Fi, IP address (
ipconfig), ping the gateway, ping an IP on the internet, then DNS (nslookup), then the browser or proxy.
Technical What does DNS do, and what is the difference between DHCP and a static IP?
How to answer:
DNS turns domain names into IP addresses. DHCP assigns IP settings automatically; a static IP is configured by hand and stays fixed.
HR Why are you looking for a change?
How to answer:
Focus on what you are moving towards (scope, technology, ownership), not complaints about your current employer.
This guide is written by the JOBSPOT 360 team from common interview patterns for this kind of role. It is not provided by HCLTech, and the actual questions may differ.
Frequently asked questions
Can freshers apply for the Sr Administrator (Support & Operations) role at HCLTech?
This role asks for 3-7 years of experience, so freshers are unlikely to be shortlisted.
What is the salary for this job?
HCLTech has not disclosed the salary. You can ask about it during the HR round.
Where is the job located? Is it remote?
This is an on-site role in Bengaluru, Karnataka.
What is the last date to apply?
No deadline is listed. Openings like this can close once enough applications come in, so apply early.
How do I apply?
Select "Apply on company site" on this page. It opens HCLTech's official careers page, where you submit your application. JOBSPOT 360 does not collect applications and never charges a fee.
