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Quality Manager
Job Location:
Monthly Salary:
Posted:
1 September 2026 (4 days ago)
Posted:
Application Deadline:
29 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Role Summary
The Quality Manager ensures service excellence by monitoring performance enforcing standards and driving continuous improvement across all support channels.
Key Responsibilities
- Monitor ticket quality and procedural compliance.
- Track KPIs (FCR MTTR CSAT reopen rates).
- Conduct call chat and ticket quality reviews.
- Identify trends training gaps and systemic issues.
- Drive service consistency and improvement initiatives.
- Partner with Knowledge Manager on content effectiveness.
Key Qualifications
- 6 10 years in IT service delivery or QA roles.
- Strong experience with KPI tracking and reporting.
- Experience performing QA reviews across support channels.
- Analytical and continuous improvement mindset.
