IT Quality & Audit Analyst

Lenovo India; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Lenovo India is seeking a Service Desk Quality Analyst to monitor service delivery quality and ensure ITIL and SLA compliance across IT operations. The role focuses on assessing tickets and customer interactions, identifying gaps, and driving improvements with cross-functional teams.

The successful candidate will have 5–8 years in quality assurance within IT service delivery, experience on service desks, and relevant ITIL/CQA CQE certifications.

Qualifications

• 5-8 years of experience in quality assurance / process quality within IT service delivery.
• Experience working with service desk or IT operations environments.

Responsibilities

• Monitor service desk quality, ensuring ITIL compliance and SLA adherence.
• Evaluate customer interactions (calls, chats, emails) for accuracy, quality and professionalism.
• Identify recurring issues and process gaps; recommend corrective and preventive actions.
• Define and maintain quality standards, guidelines and procedures; collaborate with cross-functional teams to improve service delivery processes.
• Conduct audits to ensure adherence to internal standards, ITIL practices and regulations.
• Evaluate vendor performance and drive quality improvement initiatives with vendors.
• Support training on quality standards and best practices.
• Analyze quality metrics and trends; prepare reports and present insights to stakeholders.

Skills

Analytical thinking

Communication skills

Education

ITIL V3 Intermediate

ITIL 4 Certified

CQA / CQE

Tools

ITIL

ISO 9001

FMEA

Pareto Analysis

Control Charts

Minitab

JMP

SIEM

Job description

Service Desk Quality Analyst (IT Service Delivery)

Job Description

Role Overview

Responsible for monitoring service delivery quality, ensuring compliance with ITIL standards and SLAs, identifying process gaps, and driving continuous improvement across IT service operations.

Key Responsibilities

Quality Monitoring

• Review service desk tickets (Incidents, Changes, Problems) for SLA, KPI, and ITIL compliance
• Evaluate customer interactions (calls, chats, emails) for accuracy, quality, and professionalism

Process Improvement

• Identify recurring issues and process gaps
• Recommend and implement corrective and preventive actions

Quality Assurance Framework

• Define and maintain quality standards, guidelines, and procedures
• Collaborate with cross-functional teams to improve service delivery processes
• Investigate quality issues and identify root causes
• Work with relevant teams to implement fixes and prevent recurrence

Audits & Compliance

• Ensure adherence to internal standards, ITIL practices, and applicable regulations

Vendor Quality Management

• Evaluate vendor performance against quality standards
• Work with vendors to address and improve quality issues
• Drive initiatives using quality methodologies (e.g., Six Sigma, Lean)
• Promote a quality-focused culture within teams

Training & Enablement

• Support training on quality standards and best practices

Reporting & Analysis

• Analyze quality metrics and trends
• Prepare reports and present insights to stakeholders

Requirements

Experience

• 5-8 years of experience in quality assurance / process quality within IT service delivery
• Experience working with service desk or IT operations environments

Certifications

• ITIL V3 Intermediate or ITIL 4 Certified
• CQA / CQE (preferred)

Technical Skills

• Knowledge of ITIL practices and Service Level Management (SLM)
• Familiarity with quality frameworks (ISO 9001 or similar)
• Experience with quality tools (e.g., FMEA, Pareto Analysis, Control Charts)
• Exposure to data analysis tools (e.g., Minitab, JMP)
• Basic understanding of SIEM and reporting tools

Skills

• Strong analytical and problem-solving skills
• Clear communication and reporting ability