Role Summary:
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.
Robust 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.