Role Summary:
The Quality Engineer will ensure operational service quality through process compliance, quality standards, auditing, and continuous improvement across IT operations activities.
Key Responsibilities:
- Maintain operational quality standards and process compliance for IT operations
- Conduct quality reviews and audits of Incidents, Problems, Changes, Service Requests, Major Incidents
- Assess compliance against ITIL best practices and internal standards/policies
- Identify process gaps, control weaknesses, operational inefficiencies, and recommend improvements
- Develop and maintain:
- Quality scorecards
- Compliance dashboards
- Process health indicators
- Operational maturity assessments
- Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities
- Support internal and external compliance audits related to IT operations processes
- Promote operational excellence, process standardization, knowledge management, and continuous improvement culture
Requirements
Skills & Experience Requirements:
- Minimum 5 years experience in IT Quality Management and Process Governance
- Strong knowledge of ITIL, including ISO 20000, COBIT, or comparable frameworks
- Experience designing quality initiatives and compliance assessments
- Proven experience in continuous improvement initiatives
- Experience in banking or highly regulated environments preferred