IT Quality (Mumbai)

Service Desk Quality Analyst (IT Service Delivery) Job Description Role Overview Responsible for monitoring service delivery quality, ensuring compliance with ITIL standards and SLAs, identifying process gaps, and driving continuous improvement across IT service operations. Key Responsibilities Quality Monitoring Review service desk tickets (Incidents, Changes, Problems) for SLA, KPI, and ITIL compliance Evaluate customer interactions (calls, chats, emails) for accuracy, quality, and professionalism Process Improvement Identify recurring issues and process gaps Recommend and implement corrective and preventive actions Quality Assurance Framework Define and maintain quality standards, guidelines, and procedures Collaborate with cross-functional teams to improve service delivery processes Root Cause Analysis Investigate quality issues and identify root causes Work with relevant teams to implement fixes and prevent recurrence Audits & Compliance Conduct regular process audits Ensure adherence to internal standards, ITIL practices, and applicable regulations Maintain audit documentation Vendor Quality Management Evaluate vendor performance against quality standards Work with vendors to address and improve quality issues Continuous Improvement Drive initiatives using quality methodologies (e.g., Six Sigma, Lean) Promote a quality-focused culture within teams Training & Enablement Support training on quality standards and best practices Reporting & Analysis Analyze quality metrics and trends Prepare reports and present insights to stakeholders Requirements Experience 58 years of experience in quality assurance / process quality within IT service delivery Experience working with service desk or IT operations environments Certifications ITIL V3 Intermediate or ITIL 4 Certified CQA / CQE (preferred) Technical Skills Knowledge of ITIL practices and Service Level Management (SLM) Familiarity with quality frameworks (ISO 9001 or similar) Experience with quality tools (e.g., .