15 Aug
|
Saaki Argus And Averil Consulting
|
India
15 Aug
Saaki Argus And Averil Consulting
India
Role Summary: The Quality Manager ensures service excellence by monitoring performance, enforcing standards, and driving continuous improvement across all support channels.
Monitor ticket quality and procedural compliance.
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.
6–10 years in IT service delivery or QA roles.
~ Solid experience with KPI tracking and reporting.
~ Experience performing QA reviews across support channels.
~ 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.
📌 Gestionnaire Qualité Conformité Anglais (India)
🏢 Saaki Argus And Averil Consulting
📍 India