Quality Assurance Specialist

1 day ago


Cape Town, Western Cape, South Africa DLK Group Full time

We are seeking a dedicated professional with a relevant National Diploma and ITIL certification to ensure the highest standards of service quality and performance within our IT Service Desk.

As a key member of our team, you will play a crucial role in monitoring, assessing, and enhancing the quality of our IT service delivery.

  • Evaluate and monitor IT service desk operations to ensure compliance with quality standards and ITIL best practices.
  • Develop and implement quality assurance processes and procedures to enhance service delivery and efficiency.
  • Conduct regular audits and assessments of service desk performance, identifying areas for improvement and ensuring adherence to service level agreements.
  • Collaborate with IT teams to address quality issues, provide feedback, and drive continuous improvement initiatives.
  • Prepare and present reports on quality metrics, performance analysis, and service desk trends to support strategic decision-making.


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