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 ...