Quality Assurance Manager

Role - Quality Manager - Service DeskRequired Technical Skill Set - Service Desk Quality Management, Ticket Audits, Voice & Non Voice Audits (VNA), ITIL Processes, SLA/KPI MonitoringDesired Experience Range - 6 to 10 YrsLocation of Requirement - TCS - New Delhi (Noida) Desired Competencies (Technical/Behavioral Competency)Must-Have Minimum 3+ years in Quality, Audits, or Performance ManagementProven experience in Service Desk Quality Management or Process Excellence within IT support environmentsHands on experience in Ticket Quality Audits and Voice & Non Voice Audits (VNA) across service desk channelsStrong understanding of ITIL based Service Desk processes and service quality standardsHands on knowledge of ITSM processes (L1/L2), SLA/OLA governance, and quality standards.Effective communication and stakeholder coordination skills to work with operations, leadership, and clients Good-to-HaveITIL Foundation certification or formal IT service management training.Experience supporting global / multi shift Service Desk operations.Exposure to CSAT, CES, or NPS analysis and customer experience metrics.Knowledge of QBR/PMR reporting and leadership level dashboards.