Quality Analyst

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

If you want to be part of the HCL adventure, we are currently expanding and looking for a Service Desk Analyst to join our dynamic team in our Global Delivery center in Morocco.

Job Description:

We are looking for a proactive and detail-driven Quality Analyst with solid expertise in Service Desk (SD) processes. The successful candidate will be responsible for assessing, analyzing, and enhancing quality performance to support continuous improvement and ensure an excellent customer experience.

Key Responsibilities:

* Conduct daily audits and provide timely coaching and feedback.
* Perform daily analysis to identify improvement areas and coach accordingly.
* Publish weekly and monthly dashboards and trends based on audits and analysis.
* Track and report on agent performance progress.
* Develop bi-weekly briefings based on common findings from audits and analysis.
* Propose and drive closure of process-level improvements.
* Participate in weekly/monthly technical audit and CSAT review meetings.
* Ensure adherence to quality standards (voice, accent, and technical monitoring), regulatory requirements, and internal policies.
* Contribute to First Call Resolution, maintain low Average Handling Time (AHT), and reduce reopened cases.
* Provide Level 1 remote desktop support (hardware/software/network) via telephone, email, or chat within SLA.
* Escalate complex issues to appropriate support levels and update worklogs accurately.
* Engage in value-adding activities such as updating the knowledge base and self-development.

Required Skills & Qualifications:

* Minimum 2 years of experience as a Quality Analyst.
* Strong process knowledge in SD (Service Desk).
* Proficiency in Microsoft Excel and presentation tools.
* Strong verbal and written communication skills.
* English proficiency at B2 level or higher.
* Proficiency in the required language (as per project needs) at B2 level or above.
* Strong interpersonal skills and ability to coach others effectively.

Preferred Competencies:

* Quality auditing and analysis
* Communication and coaching skills
* Excel reporting and dashboarding
* Problem-solving and continuous improvement mindset