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Role Summary
The IT Service Quality Audit Lead is responsible for driving service quality, audit governance, and continuous improvement across IT Service Desk operations. This role leads quality audits across multiple support channels, identifies systemic gaps, and partners closely with service delivery leaders to improve customer experience, process compliance, and operational outcomes. The role also leads and mentors a team of Quality Analysts.
Key Responsibilities
Lead and govern quality audits across Voice, Email, Chat, and ITSM tickets (Incidents, Changes, Problems), ensuring adherence to ITIL processes, SLAs, KPIs, and service standards.
Review audit results to identify compliance gaps, defect trends, and process inefficiencies, and ensure consistent evaluation standards across auditors.
Perform root cause analysis on recurring quality issues and drive
📌 IT Service Quality (Mumbai)
🏢 Lenovo
📍 Mumbai