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Job Description & How to Apply Below
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:
Service Now / BMC Remedy / Fresh service / Jira Service Management
Reporting Tools: MS Excel (Advanced), Power BI, Google Sheets
Documentation: MS Word, Power Point
QA Frameworks: ITIL, ISO 27001, internal QA frameworks
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