Quality Auditor - IT Operations

About the role

The Quality Auditor - IT Operations is responsible for ensuring service delivery excellence, process compliance, and quality assurance across retail IT support operations. The role involves auditing support interactions, identifying gaps, and driving continuous improvement to enhance service quality, customer experience, and operational efficiency. Key responsibilities include conducting quality audits of service desk and ticket resolution processes, validating ticket quality, auditing retail touchpoint incidents, leveraging audit tools and AI capabilities, ensuring compliance with SOPs and audit readiness, tracking and reporting quality metrics, performing root cause analysis, supporting knowledge management, analyzing customer feedback, and driving continuous improvement initiatives. The position requires experience in quality assurance or ITSM audit roles, strong ITIL process knowledge, familiarity with retail IT environments, hands-on experience with ITSM tools, and strong analytical and documentation skills.