Senior Quality Assurance Specialist

6 days ago


Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time
Job Title: Senior Quality Assurance Analyst

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.

Key Responsibilities:

  • 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.

Requirements:

  • Relevant National Diploma.
  • ITIL certification.
  • 5 years of experience as a Quality Assurance Analyst within an IT service desk environment.


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