Role Summary
The Quality Manager ensures service excellence by monitoring performance, enforcing standards, and driving continuous improvement across all support channels.
Key Responsibilities
- Monitor ticket quality and procedural compliance.
- Track KPIs (FCR, MTTR, CSAT, reopen rates).
- Conduct call, chat, and ticket quality reviews.
- Identify trends, training gaps, and systemic issues.
- Drive service consistency and improvement initiatives.
- Partner with Knowledge Manager on content effectiveness.
Key Qualifications
- 610 years in IT service delivery or QA roles.
- Strong experience with KPI tracking and reporting.
- Experience performing QA reviews across support channels.
- Analytical and continuous improvement mindset.
