Quality Manager
Saaki Argus and Averil Consulting · India
FULL TIME
Job Description
Role Summary:
The Quality Manager ensures service excellence by monitoring performance, enforcing standards, and driving continuous improvement across all support channels.
Key Responsibilities:
- Monitor ticket quality and procedural compliance.
- Track KPIs (FCR, MTTR, CSAT, reopen rates).
- Conduct call, chat, and ticket quality reviews.
- Identify trends, training gaps, and systemic issues.
- Drive service consistency and improvement initiatives.
- Partner with Knowledge Manager on content effectiveness.
Key Qualifications:
- 6–10 years in IT service delivery or QA roles.
- Strong experience with KPI tracking and reporting.
- Experience performing QA reviews across support channels.
- Analytical and continuous improvement mindset.
Preferred Qualifications:
- Familiarity with service quality frameworks, ITIL practices, and audit readiness.
- Experience with ServiceNow reporting, dashboards, or similar ITSM analytics tools.
- Ability to work with Knowledge and Operations teams to improve resolution quality.
Details
| Company | Saaki Argus and Averil Consulting |
| Location | India |
| Type | FULL TIME |
| Niche | general |