The Quality Manager ensures service excellence by monitoring performance, enforcing standards, and driving continuous improvement across all support channels.
Key Responsibilities:
- Monitor ticket quality and procedural compliance.
- Track KPIs (FCR, MTTR, CSAT, reopen rates).
- Conduct call, chat, and ticket quality reviews.
- Identify trends, training gaps, and systemic issues.
- Drive service consistency and improvement initiatives.
- Partner with Knowledge Manager on content effectiveness.
Key Qualifications:
- 6–10 years in IT service delivery or QA roles.
- Solid experience with KPI tracking and reporting.
- Experience performing QA reviews across support channels.
- Analytical and continuous improvement mindset.
Preferred Qualifications:
- Familiarity with service quality frameworks, ITIL practices, and audit readiness.
- Experience with ServiceNow reporting, dashboards, or similar ITSM analytics tools.
- Ability to work with Knowledge and Operations teams to improve resolution quality.
📌 Quality Manager (India)
🏢 Saaki Argus And Averil Consulting
📍 India
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