Quality Assurance & Process Improvement Specialist (IT Service Delivery)
Job Description
Role Overview
Responsible for monitoring service delivery quality, ensuring compliance with ITIL standards and SLAs, identifying process gaps, and driving continuous improvement across IT service operations.
Key Responsibilities
Quality Monitoring
- Review service desk tickets (Incidents, Changes, Problems) for SLA, KPI, and ITIL compliance
- Evaluate customer interactions (calls, chats, emails) for accuracy, quality, and professionalism
Process Improvement
- Identify recurring issues and process gaps
- Recommend and implement corrective and preventive actions
Quality Assurance Framework
- Define and maintain quality standards, guidelines, and procedures
- Collaborate with cross-functional teams to improve service delivery processes
Root Cause Analysis
- Investigate quality issues and identify root causes
- Work with relevant teams to implement fixes and prevent recurrence
Audits & Compliance
- Conduct regular process audits
- Ensure adherence to internal standards, ITIL practices, and applicable regulations
- Maintain audit documentation
Vendor Quality Management
- Evaluate vendor performance against quality standards
- Work with vendors to address and improve quality issues
Continuous Improvement
- Drive initiatives using quality methodologies (e.g., Six Sigma, Lean)
- Promote a quality-focused culture within teams
Training & Enablement
- Support training on quality standards and best practices
Reporting & Analysis
- Analyze quality metrics and trends
- Prepare reports and present insights to stakeholders
Requirements
Experience
- 5–8 years of experience in quality assurance / process quality within IT service delivery
- Experience working with service desk or IT operations environments
Certifications
- ITIL V3 Intermediate or ITIL 4 Certified
- CQA / CQE (preferred)
Technical Skills
- Knowledge of ITIL practices and Service Level Management (SLM)
- Familiarity with quality frameworks (ISO 9001 or similar)
- Experience with quality tools (e.g., FMEA, Pareto Analysis, Control Charts)
- Exposure to data analysis tools (e.g., Minitab, JMP)
- Basic understanding of SIEM and reporting tools
Skills
- Strong analytical and problem-solving skills
- Clear communication and reporting ability
- Attention to detail
- Ability to work cross-functionally
