Job Summary

We are looking for a Quality Assurance Specialist to monitor and improve service quality across IT Service Desk operations. The role focuses on reviewing calls, emails, and tickets, ensuring compliance with SLAs, KPIs, and process standards, identifying gaps, and supporting continuous improvement.

Key Responsibilities

• Review and evaluate calls, emails, tickets, and overall support handling quality.

• Monitor compliance with SLAs, KPIs, SOPs, and service processes.

• Check ticket quality, documentation, categorization, and closure accuracy.

• Identify recurring issues, quality gaps, and improvement opportunities.

• Prepare QA reports with findings, trends, and action plans.

• Share feedback with team leads and support coaching activities.

• Support RCA, knowledge base updates, and service improvement initiatives.