Job Description
The QA & MIS role is responsible for ensuring service quality, process compliance, and accurate reporting across IT operations. The role supports management with data-driven insights, performance dashboards, audits, and continuous improvement.
- Job Title: QA & MIS Executive / Analyst
- Department: IT Services / Operations
- Experience: 3-7 Years
- Location: As per project requirement
Key Skills
- Strong analytical and reporting skills
- Advanced Excel (Pivot, VLOOKUP/XLOOKUP, Power Query)
- Good understanding of IT Service Management (ITSM)
- Attention to detail and process orientation
- Strong communication and presentation skills
- Ability to work with large datasets and tight deadlines
Educational Qualification
- Graduate in IT / Computer Science / Engineering / Management
- ITIL Foundation / ISO Awareness certification (preferred)
Key Performance Indicators (KPIs)
- QA audit score improvement
- SLA & compliance adherence
- MIS accuracy and on-time delivery
- Reduction in repeat issues and escalations
- Stakeholder satisfaction
Responsibilities
Quality Assurance (QA)
- Monitor and evaluate service delivery quality across Service Desk, End User Support, Infrastructure & Field Operations
- Perform call audits, ticket quality checks, SLA adherence reviews, and process compliance audits
- Ensure alignment with ITIL, ISO 27001, internal SOPs, and client-defined quality standards
- Identify gaps, root causes, and trends impacting service quality
- Drive Corrective & Preventive Actions (CAPA) and track closure
- Support internal and external audits (ISO, client audits)
- Prepare QA scorecards and share feedback with delivery teams
- Conduct quality training and calibration sessions with operations teams
MIS & Reporting
- Prepare and publish daily / weekly / monthly MIS reports
- Track KPIs such as
- SLA compliance
- Ticket volumes & aging
- First Call Resolution (FCR)
- MTTR / MTBF
- Customer Satisfaction (CSAT)
- Resource productivity & utilization
- Design and maintain dashboards using Excel / Power BI / reporting tools
- Ensure data accuracy, validation, and consistency across reports
- Automate MIS reports where possible to improve efficiency
- Provide management insights and trend analysis for decision-making
Stakeholder Management
- Work closely with Operations, Service Delivery Managers, PMOs, and Clients
- Present QA & MIS findings to senior management
- Support client governance meetings with reports and insights
Tools & Systems
- ITSM Tools: ServiceNow / BMC Remedy / Freshservice / Jira Service Management
- Reporting Tools: MS Excel (Advanced), Power BI, Google Sheets
- Documentation: MS Word, PowerPoint
- QA Frameworks: ITIL, ISO 27001, internal QA frameworks
