Quality Auditor – IT Operations

About the role

The Quality Auditor – IT Operations ensures service delivery excellence and process compliance across retail IT support functions. You will audit service‑desk interactions, retail touch‑point incidents and drive continuous improvement to boost customer experience and operational efficiency.

Key responsibilities

• Conduct end‑to‑end quality audits of Service Desk and L2/L3 ticket resolution, verifying adherence to ITIL processes, SLAs and documentation standards.
• Validate ticket quality, including proper categorisation, accurate documentation and complete resolution closure.
• Audit POS, BOS, HOS, KMS and RAP incidents to ensure effective troubleshooting and high‑quality resolution of business‑critical issues.
• Use Qualisys and Gen AI capabilities to evaluate calls and chats, capture sentiment and provide automated feedback via the TAB Platform.
• Define, track and report quality metrics (audit scores, SLA adherence, error rates, repeat incidents) and publish regular insights.
• Perform root‑cause analysis on quality gaps and implement corrective and preventive actions.
• Evaluate knowledge‑base usage, identify content gaps and support Knowledge Management teams.
• Drive continuous‑improvement initiatives in collaboration with ITSM functions and governance forums.

Required profile

• 3–6 years of experience in Quality Assurance or ITSM audit roles.
• Strong knowledge of ITIL processes and quality‑frameworks.
• Hands‑on experience with retail IT environments and touch‑point systems such as POS, BOS, HOS, KMS and RAP.

Required skills

• ITIL
• ServiceNow (or similar ITSM tool)
• Qualisys auditing tool
• Generative AI capabilities for call/chat analysis
• TAB Platform for automated feedback loops