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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

We are seeking a highly organized and detail-oriented Quality Assurance and Helpdesk Operations Manager to oversee our QA/QC processes and manage our centralized helpdesk. This role is crucial in maintaining high standards of service delivery and ensuring smooth internal operations.

Key Responsibilities:

QA/QC Management:

Conduct regular QA/QC audits to ensure compliance with established systems and processes at site operationsDevelop and implement quality control measures and performance metricsIdentify areas for improvement and implement corrective actionsPrepare comprehensive audit reports and present findings to senior management

ISO Certification:

Oversee ISO certification renewal processesEnsure all documentation and procedures are up-to-date and compliant with ISO standardsCoordinate with internal teams and external auditors during certification audits

Centralized Helpdesk Management:

Manage the day-to-day operations of the centralized helpdesk for internal employeesDevelop and implement helpdesk policies, procedures, and best practicesMonitor helpdesk performance metrics and ensure high levels of user satisfactionIdentify trends in support requests and implement solutions to reduce recurring issues

Team Leadership:

Recruit, train, and manage a team of QA specialists and helpdesk support staffProvide mentorship and guidance to team membersConduct regular performance evaluations and identify areas for professional development

Continuous Improvement:

Stay updated on industry best practices in QA/QC and helpdesk managementPropose and implement process improvements to enhance efficiency and effectivenessCollaborate with other departments to streamline operations and improve overall service quality

Qualifications:

Bachelor's degree in Business Administration, Information Technology, or related field5+ years of experience in QA/QC management and/or helpdesk operationsStrong knowledge of ISO standards and certification processesExcellent analytical and problem-solving skillsOutstanding communication and interpersonal abilitiesProven leadership and team management experienceProficiency in relevant software and tools for QA/QC and helpdesk management

This role offers an exciting opportunity to drive quality excellence and operational efficiency within our organization. The ideal candidate will be passionate about delivering high-quality service and fostering a culture of continuous improvement.

Location:

On-site –Gurugram, HR

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.