Service Quality Analyst

Nexio; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT service provider in Gauteng is seeking a Quality Assurance Specialist to support and develop a real-time audit programme within their support organization. The role will involve monitoring customer interactions, ensuring compliance with service standards, and providing training and feedback to IT service agents. Ideal candidates will have a diploma in IT or Business Administration, an ITIL Foundation certification, and proven experience in quality assurance within IT support services. This position offers opportunities for continuous improvement and collaboration across departments.

Qualifications

• Proven experience in a customer service or IT support call centre environment.
• Hands-on experience in a quality assurance or audit role.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal, written, and interpersonal communication skills.
• Proficient with ticketing systems and quality monitoring systems.
• Solid understanding of IT service metrics like FCR, AHT, and CSAT.
• Demonstrated ability to provide coaching and feedback.

Responsibilities

• Support the development of a real-time audit programme.
• Audit quality of customer support interactions.
• Conduct internal real-time audit reviews and present insights.
• Provide constructive feedback to IT service agents.
• Participate in process improvement based on audit findings.
• Work with stakeholders to address real-time quality issues.

Skills

Customer Service & IT Support Knowledge

Quality Assurance Expertise

Real-Time Monitoring & Reporting

ITIL & Service Metrics Knowledge

Data Analysis & Insight Generation

Coaching & Feedback Delivery

Process & Compliance Management

Stakeholder Engagement

Documentation & Procedure Development

Education

Diploma or degree in IT, Business Administration, or Quality Management

ITIL Foundation certification

ITIL Practise certification

Tools

Quality monitoring systems

Ticketing systems (e.g., SNOW)

Reporting/BI tools

Job description

ROLE PURPOSE

The purpose of this role is to support the development and execution of a real-time audit programme within the MSOC support organisation. The role is responsible for auditing the quality of customer-facing support interactions to ensure accurate, efficient, and compliant service delivery. The role will identify key areas for continuous improvement, assist in the implementation of corrective actions, and monitor compliance with service level management systems. By driving adherence to IT governance standards and real-time performance monitoring, this role ensures the consistent delivery of high-quality support services and fosters a culture of ongoing improvement.

ROLE REQUIREMENT

Quality Monitoring

• Assess customer interactions across multiple channels against established quality standards.
• Conduct real-time spot checks on both new and established procedures.
• Complete random and scheduled ticket quality samples to ensure consistency.
• Carry out outbound calls to customers to validate the quality of service rendered.

Analysis and Reporting

• Track and report on key metrics such as CSAT, first-contact resolution, compliance, and throughput.
• Provide regular audit information on IT compliance with Service Management tasks, including incident, problem, and performance management.
• Conduct internal real-time audit reviews and present actionable insights.

Training and Coaching

• Provide constructive feedback to IT service agents and guide improvements in technical accuracy, communication, and service quality.
• Recommend updates to training materials and knowledge bases based on audit findings.

Process Improvement and Compliance:

• Ensure conformance to processes and ways of working (WoWs), raising risks or deviations where necessary.
• Propose process improvements based on data from service performance data.
• Interface with stakeholders to ensure identified gaps are remediated within agreed timelines.

Stakeholder Collaboration

• Partner with stakeholders to advocate for quality throughout the service lifecycle.
• Work closely with stakeholders to address real-time issues, including risk tickets, throughput challenges, and quality concerns.

Continuous Improvement:

• Participate in the establishment of a Quality Audit Programme to effectively monitor IT service quality.
• Drive initiatives that improve compliance, service efficiency, and customer satisfaction.
• Champion a culture of ongoing improvement across the IT support organisation.

PROFESSIONAL COMPETENCIES

(Technical/Functional)

• Customer Service & IT Support Knowledge – Proven experience in a customer service or IT support call centre environment, with an understanding of customer expectations and service delivery standards.
• Quality Assurance Expertise – Hands-on experience in a quality assurance role, with strong capability in auditing customer interactions, performing real-time checks, and driving compliance.
• Real-Time Monitoring & Reporting – Proficient in quality monitoring systems and reporting tools to track, analyse, and present service performance and compliance metrics.
• ITIL & Service Metrics Knowledge – Familiarity with ITIL processes (incident, problem, and performance management) and service metrics such as first-call resolution (FCR), average handle time (AHT), CSAT, and throughput.
• Data Analysis & Insight Generation – Strong analytical and problem-solving skills, with the ability to derive actionable insights from ticketing systems and audit data.
• Coaching & Feedback Delivery – Skilled in providing clear, constructive feedback to agents to enhance communication, technical accuracy, and service quality.
• Process & Compliance Management – Strong understanding of IT governance, risk management, and adherence to data protection, regulatory, and company standards.
• Stakeholder Engagement – Ability to collaborate effectively with stakeholders
• Documentation & Procedure Development – Experience creating, refining, and auditing SOPs, training materials, and knowledge bases.

QUALIFICATIONS & EXPERIENCE

• Diploma or degree in IT, Business Administration, Quality Management, or a related field.
• ITIL Foundation certification. – must
• ITIL Practise certification – advantageous

Essential:

• Proven experience in a customer service or IT support call centre environment.
• Hands-on experience in a quality assurance or audit role, ideally within IT support services.

• Strong analytical and problem-solving skills with a high level of attention to detail.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with quality monitoring systems, ticketing systems (e.g. SNOW, and reporting/BI tools.
• Solid understanding of IT service metrics such as First-Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Working knowledge of ITIL principles, specifically Incident, Problem, and Performance Management.
• Demonstrated ability to provide coaching and feedback to improve performance and compliance.
• Ability to work effectively in a flexible environment.

Desirable:

• Familiarity with continuous improvement methodologies
• Experience conducting real-time audits, spot checks, or compliance reviews.
• Exposure to regulatory compliance frameworks and data protection standards.
• Experience collaborating with cross-functional stakeholders.