The QA MIS role is responsible for ensuring service quality, process compliance, and accurate reporting across IT operations. The role supports management with data-driven insights, performance dashboards, audits, and continuous improvement.

- Job Title: QA MIS Executive / Analyst
- Department: IT Services / Operations
- Experience: 3-7 Years
- Location: As per project requirement

Key Skills

- Strong analytical and reporting skills
- Advanced Excel (Pivot, VLOOKUP/XLOOKUP, Power Query)
- Valuable understanding of IT Service Management (ITSM)
- Attention to detail and process orientation
- Strong communication and presentation skills
- Ability to work with large datasets and tight deadlines

Educational Qualification
- Graduate in IT / Computer Science / Engineering / Management
- ITIL Foundation / ISO Awareness certification (preferred)

Key Performance Indicators (KPIs)
- QA audit score improvement
- SLA compliance adherence
- MIS accuracy and on-time delivery
- Reduction in repeat issues and escalations
- Stakeholder satisfaction

Responsibilities

Quality Assurance (QA)

- Monitor and evaluate service delivery quality across Service Desk, End User Support, Infrastructure Field Operations
- Perform call audits, ticket quality checks, SLA adherence reviews, and process compliance audits
- Ensure alignment with ITIL, ISO 27001, internal SOPs, and client-defined quality standards
- Identify gaps, root causes, and trends impacting service quality
- Drive Corrective Preventive Actions (CAPA)



and track closure
- Support internal and external audits (ISO, client audits)
- Prepare QA scorecards and share feedback with delivery teams
- Conduct quality training and calibration sessions with operations teams

MIS Reporting
- Prepare and publish daily / weekly / monthly MIS reports
- Track KPIs such as
- SLA compliance
- Ticket volumes aging
- First Call Resolution (FCR)
- MTTR / MTBF
- Customer Satisfaction (CSAT)
- Resource productivity utilization
- Design and maintain dashboards using Excel / Power BI / reporting tools
- Ensure data accuracy, validation, and consistency across reports
- Automate MIS reports where possible to improve efficiency
- Provide management insights and trend analysis for decision-making

Stakeholder Management
- Work closely with Operations, Service Delivery Managers, PMOs, and Clients
- Present QA MIS findings to senior management
- Support client governance meetings with reports and insights

Tools Systems
- ITSM Tools: ServiceNow / BMC Remedy / Freshservice / Jira Service Management
- Reporting Tools: MS Excel (Advanced), Power BI, Google Sheets
- Documentation: MS Word, PowerPoint
- QA Frameworks: ITIL, ISO 27001, internal QA frameworks

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Quality & MIS Professional (Maharashtra)
🏢 CBY Services
📍 Maharashtra