Mumbai Experience : 3 Years 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 Solid analytical and reporting skills

Advanced Excel (Pivot, VLOOKUP/XLOOKUP, Power Query)

Good 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

📌 Service Quality & MIS (Mumbai)
🏢 CBY Services
📍 Mumbai