- Design and implement quality frameworks, scorecards, and audit mechanisms
- Govern if regular audits (tickets, calls, chats, emails) are conducted by Quality analysts in adherence to processes and standards
- Monitor compliance against SLAs, KPIs, and quality benchmarks
- Identify quality gaps and recommend corrective actions
2. Performance Management
- Track and analyze key metrics such as:
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- SLA compliance
- Publish weekly/monthly quality reports and dashboards
- Provide actionable insights to leadership and operations teams
3. Coaching & Training
- Ensure timely feedback and coaching sessions are in place for service desk analysts by Quality team members
- Identify training needs based on audit findings and performance data
- Support onboarding and certification of current hires
- Conduct refresher sessions on process adherence and quality standards
4. Continuous Service Improvement (CSI)
- Lead initiatives to improve:
- Customer experience
- Process efficiency
- Ticket quality and resolution time
- Perform Root Cause Analysis (RCA) for recurring issues and low CSAT drivers
- Drive automation and knowledge improvement initiatives
5.
Knowledge Management & Process Governance
- Auditing the Quality of documentation of knowledge articles
- Support knowledge categorization and reuse to improve resolution speed
- Maintain compliance with ITIL processes and organizational policies
- Drive standardization across teams and regions
6. Stakeholder Management & Governance
- Collaborate with:
- Service Delivery Managers
- Operations teams
- Training and Knowledge teams
- Participate in governance reviews and quality forums
- Present insights and recommendations to senior internal and external stakeholders
7. Tools & Analytics
- Utilize tools such as:
- ITSM platforms (ServiceNow / SMAX etc.)
- Quality monitoring tools (Genesys)
- Reporting tools (Excel, Power BI, dashboards)
- Leverage analytics (speech, sentiment, trend analysis) to identify risks and improvements
Required Skills & Competencies
- Strong understanding of IT Service Management (ITIL)
- Expertise in Quality Assurance frameworks and audit methodologies
- Strong analytical and problem-solving skills
- Experience in SLA/KPI tracking and reporting
- Excellent communication and stakeholder management skills
- Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies