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Quality Assurance Expert Job Description

We are seeking a highly skilled Quality Assurance Expert to lead our global Service Desk project.

This role involves driving quality initiatives, enhancing processes, and improving customer experience.

  • 6+ years of relevant BPM quality management experience in Customer Service and Service Desk Operations
  • Proven experience in managing overall effectiveness of IT helpdesk through ticket audits and other quality interventions
  • Leverage industry-leading ITSM platforms to replicate key best practices and report on performance
  • Experience with industry-leading quality audit platforms to drive enhanced user experience and efficiency

The ideal candidate should be able to analyze complex data, share key insights with leadership, and drive improvement initiatives.

Candidates with certifications like Six Sigma Green/Black Belt or ITIL will have an added advantage.

This is a fantastic opportunity for professionals looking to advance their careers in quality assurance and process improvement.

Apart from the core responsibilities, you will also get to work on various projects that aim at enhancing customer satisfaction and employee engagement.