Quality & Performance Analyst

Job Summary

We are seeking a detail-oriented Quality & Performance Analyst to monitor, evaluate, and improve the quality and performance of IT services and operational processes. The successful candidate will analyze key performance indicators (KPIs), conduct quality assessments, prepare performance reports, and identify opportunities for continuous improvement to ensure compliance with organizational standards and service objectives.

Key Responsibilities

• Monitor and evaluate operational and IT service performance against established KPIs and SLAs.
• Conduct quality audits and compliance assessments to ensure adherence to organizational policies and industry standards.
• Analyze operational data and performance trends to identify improvement opportunities.
• Develop and maintain dashboards, scorecards, and performance reports for management.
• Perform root cause analysis of quality or performance issues and recommend corrective actions.
• Collaborate with cross-functional teams to implement quality improvement initiatives.
• Monitor compliance with IT Service Management (ITSM) processes and best practices.
• Maintain quality documentation, procedures, and standard operating procedures.
• Support internal and external audits by preparing required documentation and reports.
• Recommend process improvements to enhance operational efficiency and service delivery.
• Present performance findings and recommendations to management.

Required Qualifications

• Bachelor's Degree in Quality Management, Information Technology, Computer Science, Business Administration, or a related field.

Required Experience

• Minimum 5 years of experience in Quality Assurance, Performance Analysis, IT Service Management, or Process Improvement.

Technical Skills

• Quality Management Systems (QMS)
• IT Service Management (ITSM)
• Microsoft Excel (Advanced)
• Power BI
• SQL
• KPI & SLA Monitoring
• Dashboard Development
• Data Analysis & Reporting
• Process Mapping
• Root Cause Analysis
• Performance Measurement
• Microsoft Office Suite

Soft Skills

• Strong analytical and critical thinking skills
• Excellent problem-solving abilities
• Effective communication and presentation skills
• Attention to detail
• Time management and organizational skills
• Collaboration and stakeholder management
• Ability to work independently and as part of a team

Preferred Certifications

• ISO 20000
• COBIT 2019
• Microsoft Power BI Certification

Pay: Rs1.00 per month

Work Location: Hybrid remote in Karachi Gulshan-E-Iqbal