Quality Analyst

Role & responsibilities

Job Overview

A Quality Analyst in IT Service Management focuses on ensuring service quality standards are met through monitoring, analysis, and continuous improvement efforts.

Key Responsibilities

• Monitor and evaluate IT service delivery against established quality metrics and SLAs
• Conduct regular audits of service management processes
• Analyse customer feedback and incident reports to identify improvement opportunities
• Assist in developing and maintaining quality assurance frameworks and methodologies
• Create detailed reports on service performance trends and quality issues
• Collaborate with service delivery teams to implement quality improvements
• Review documentation for accuracy and compliance with standards
• Participate in root cause analysis for significant service incidents

Required Qualifications

• Bachelor's degree in IT, Computer Science, or related field
• 1-2 years of experience in IT service management or quality assurance
• Knowledge of ITIL framework and service management principles
• Excellent communication skills (written and verbal)
• Experience with service desk tools and quality monitoring systems

Desired Skills

• ITIL certification (Foundation)
• Knowledge with quality management methodologies (Six Sigma, TQM)
• Knowledge of data visualization and reporting tools
• Process improvement experience

If interested kindly share your updated resume at ekta@progressive.in

Call: 9560621796