About this role

Responsible for monitoring the effectiveness and quality of support provided by different IT departments
Use analytical skills in creating quality metrics
Conduct audits per engineer on a daily basis
Hold calibration sessions with the assigned team/department
Perform side by side audit and real time coaching to engineers
Conduct weekly ticket reviews with leaders of assigned team/department
Submit weekly and monthly quality reports
Identify any potential quality issues and escalate immediately to management

Minimum of 2 years experience as Quality Analyst
Minimum of 3 years experience as IT Support with knowledge of troubleshooting and remote assistance
Graduate Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology or any IT / computer related course
Basic to advanced knowledge of IT terminologies and processes
Excellent communication skills (verbal and written)
Willing to work onsite on a shifting schedule

IT Quality Analyst

Key skills