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Managed Services Quality Control Consultant
Job Title:
Managed Services Quality Control Consultant
Job Summary
The Managed Services Quality Control Consultant is responsible for ensuring service quality, compliance, and continuous improvement across IT managed services operations. The role focuses on ITSM quality checks, ITIL and ISO 20000 compliance, reporting accuracy, KPI monitoring, and service performance enhancement.
Key Responsibilities
Perform quality checks on ITSM tickets, recorded calls, reports, SOPs, templates, and documentation.
Ensure compliance with ITIL framework and ISO 20000 standards.
Validate weekly and monthly service reports for data accuracy and quality.
Track findings, share recommendations with relevant teams, and maintain quality trackers.
Monitor service KPIs against contractual SLAs and update dashboards accordingly.
Prepare monthly service quality dashboards highlighting risks, deviations, and improvements.
Support internal and external audits (ISO 9000 / ISO 20000).
Drive continuous improvement initiatives across managed services processes.
Maintain quality documentation and manage SharePoint and OneDrive repositories.
Conduct quality awareness sessions and ticket quality training for project teams.
Escalate unresolved quality issues to management when required.
Qualifications: Bachelor’s degree in IT, Computer Science, or related field.
Certification: ITIL Foundation certification (mandatory); higher-level certification is an advantage.
Experience: 4+ Years
Technical Skills
Strong knowledge of ITSM, QC/QA concepts, and service delivery processes.
Hands-on experience with ITSM tools.
Proficient in Office 365, BI tools, and SharePoint.
Experience in quality reporting, dashboards, and KPI monitoring.
Knowledge of process improvement methodologies (Six Sigma preferred).
Soft Skills
Strong communication and stakeholder coordination skills.
High attention to detail and analytical mindset.
Proactive, organized, and able to work with cross-functional teams.
Skills: office 365,analytical,bi tools,qc/qa,itsm tools,sharepoint,dashboards,itsm,stakeholder,kpi monitoring
Job Summary
The Managed Services Quality Control Consultant is responsible for ensuring service quality, compliance, and continuous improvement across IT managed services operations. The role focuses on ITSM quality checks, ITIL and ISO 20000 compliance, reporting accuracy, KPI monitoring, and service performance enhancement.
Key Responsibilities
Perform quality checks on ITSM tickets, recorded calls, reports, SOPs, templates, and documentation.
Ensure compliance with ITIL framework and ISO 20000 standards.
Validate weekly and monthly service reports for data accuracy and quality.
Track findings, share recommendations with relevant teams, and maintain quality trackers.
Monitor service KPIs against contractual SLAs and update dashboards accordingly.
Prepare monthly service quality dashboards highlighting risks, deviations, and improvements.
Support internal and external audits (ISO 9000 / ISO 20000).
Drive continuous improvement initiatives across managed services processes.
Maintain quality documentation and manage SharePoint and OneDrive repositories.
Conduct quality awareness sessions and ticket quality training for project teams.
Escalate unresolved quality issues to management when required.
Qualifications: Bachelor’s degree in IT, Computer Science, or related field.
Certification: ITIL Foundation certification (mandatory); higher-level certification is an advantage.
Experience: 4+ Years
Technical Skills
Strong knowledge of ITSM, QC/QA concepts, and service delivery processes.
Hands-on experience with ITSM tools.
Proficient in Office 365, BI tools, and SharePoint.
Experience in quality reporting, dashboards, and KPI monitoring.
Knowledge of process improvement methodologies (Six Sigma preferred).
Soft Skills
Strong communication and stakeholder coordination skills.
High attention to detail and analytical mindset.
Proactive, organized, and able to work with cross-functional teams.
Skills: office 365,analytical,bi tools,qc/qa,itsm tools,sharepoint,dashboards,itsm,stakeholder,kpi monitoring
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