Quality Analyst

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking to hire a Quality Analyst. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Role: Quality Analyst

Location: Riyadh, Saudi Arabia

Type: Contract (3 months Contract -extendable)

Experience: 1-5 years

Note: Looking for Immediate Joiners

Responsibilities

Ensure incident and request handling meets quality standards: audit tickets for accuracy and SLA adherence, identify trends and process gaps, provide feedback and training to improve resolution quality and reporting.

We are seeking a detail-oriented and process-driven Quality Analyst to ensure high standards of service delivery across Incident and Request Management operations. The Quality Analyst will be responsible for conducting regular audits, ensuring SLA compliance, identifying performance gaps, and driving continuous improvement initiatives within the Service Desk/ITSM environment.

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Key Responsibilities:

1. Quality Auditing & Compliance

Conduct periodic audits of incident and service request tickets to ensure accuracy, completeness, and adherence to ITIL/organizational quality standards.

Verify that tickets include proper categorization, prioritization, documentation, and resolution steps.

Ensure compliance with SLAs, response timelines, and escalation protocols.

Identify discrepancies, errors, or incomplete ticket handling and ensure corrective measures are implemented.

2. Process Monitoring & Improvement

Analyze recurring issues, ticket trends, and operational patterns to identify process gaps or service delivery inefficiencies.

Recommend improvements to enhance the quality, speed, and consistency of incident and request resolution.

Support the development and refinement of standard operating procedures (SOPs) and knowledge articles.

3. Feedback, Coaching & Training

Provide structured feedback to Service Desk agents, L1/L2 teams, and other operational staff based on audit findings.

Conduct refresher training sessions to address common errors, ensure process adherence, and improve overall service quality.

Collaborate with team leads to support capability development and performance enhancement.

4. Reporting & Documentation

Prepare monthly/weekly quality reports highlighting audit results, SLA performance, accuracy levels, and improvement areas.

Track and maintain quality metrics, KPIs, and compliance dashboards to support operational decision-making.

Document quality findings, improvement plans, and follow-up actions.

5. Stakeholder Collaboration

Work closely with Incident Managers, Service Desk Leads, and Process Owners to ensure quality expectations are met.

Participate in review calls, quality meetings, and RCA discussions to drive continuous improvement.

Support internal audits and assist with compliance requirements as needed.

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Required Skills & Qualifications:

25 years of experience as a Quality Analyst in IT Support, ITSM, Service Desk, or a similar environment.

Strong knowledge of ITIL processes, especially Incident, Request, and Problem Management.

Experience in ticketing tools such as ServiceNow, Remedy, JIRA, or similar platforms.

Excellent analytical, auditing, and documentation skills.

Strong communication and interpersonal skills for effective coaching and feedback.

Ability to identify patterns, trends, and process bottlenecks.

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Preferred Skills:

ITIL Foundation certification.

Experience working with quality frameworks or continuous improvement methodologies (Lean, Six Sigma).

Prior experience in SLA monitoring and reporting.

WHAT'S ON OFFER:

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [Confidential Information] Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS:

Consultant Name: Kumar Ankush

Avensys Consulting Pte Ltd

Email: [HIDDEN TEXT]

Call: +65 6727 7653 | Ext: 653

Privacy Statement:

We take your personal data protection seriously and adhere to both EU and local data protections regulations.

Upon submission of your CV, you grant Avensys Consulting permission to retain your personal information in our electronic database, unless you specify otherwise. This data will be used to evaluate your suitability for current and potential job openings within our organization. Should you wish to have your personal data removed at any point, a simple notification to us will suffice.

Rest assured, we will not disclose your personal information to any third parties, and we remain steadfast in our commitment to providing equal opportunities to all applicants