Quality Auditor - IT Operations

Role Summary

The Quality Auditor is responsible for ensuring service delivery excellence, process compliance, and quality assurance across retail IT support operations. The role focuses on auditing support interactions, identifying gaps, and driving continuous improvement to enhance service quality, customer experience, and operational efficiency.

This position requires strong understanding of Retail Touchpoints , including POS, BOS, HOS, KMS, and RAP , and their associated support processes, ensuring quality standards are maintained across distributed retail environments.

Key Responsibilities

• Conduct end-to-end quality audits across Service Desk interactions and L2/L3 ticket resolution to ensure adherence to ITIL processes, SLAs, and documentation standards
• Validate ticket quality including proper categorization, accurate documentation, and complete resolution closure details
• Audit retail touchpoints (POS, BOS, HOS, KMS, RAP) incidents to ensure effective troubleshooting and high-quality resolution of business-critical incidents
• Leverage Qualisys tool, conduct comprehensive audits of calls and chats interactions using latest Gen AI capabilities, ensuring thorough evaluation while accurately gauging customer and agent sentiment.
• Capture Audits on TAB Platform for automated feedback look mechanisms
• Capture nudge feeback process to drive AI Adoption amongst service desk agents, eg. Gen IA ITX – Case Summarization , Agent Assist and Sentiment Analysis
• Ensure compliance with SOPs, KBAs, escalation protocols, and audit readiness requirements, driving corrective actions for non-compliance
• Define, track, and report quality metrics (audit scores, SLA adherence, error rates, repeat incidents), publishing regular insights and trends
• Perform root cause analysis (RCA) on quality gaps, repeated issues, and process deviations, implementing corrective and preventive improvements
• Evaluate knowledge base usage, identify content gaps, and support Knowledge Management teams with continuous content improvement
• Analyze customer feedback, CSAT, and experience metrics to identify improvement areas and enhance end-user experience
• Drive continuous improvement initiatives across Service Desk, remote resolver, and field support teams in collaboration with ITSM functions
• Ensure alignment with governance frameworks through active participation in quality reviews, audits, and operational forums
• Improve key service outcomes including audit scores, first-time resolution, reduction in repeat incidents, and overall customer satisfaction

Skills & Experience

• 3–6 years in Quality Assurance / ITSM Audit roles
• Strong ITIL process knowledge and quality frameworks understanding
• Experience in retail IT environments and touchpoint systems (POS, BOS, etc.)
• Hands-on with ITSM tools (ServiceNow preferred) and reporting dashboards
• Strong analytical, documentation, and data-driven decision-making skills