Quality Analyst

We are hiring!

Quality Analyst Opportunity

Job Location: Colombo

Working Hours: EST and PST (Shift Basis)

Working Days: Depends on the Roster provided.

Working Method: Hybrid

How to Apply:

Click Apply for position

Required Skills:

• Strong knowledge of ITIL processes and their application in IT service management.
• Proficiency with various operating systems (Windows, Linux, Unix) and database management systems (SQL, Oracle).
• Excellent analytical and problem-solving skills.
• Attention to detail and a commitment to maintaining high-quality standards.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with QA tools and software.
• Certifications - ITIL Foundation Certification.

Tasks and Responsibilities:

Ticket Quality Checks:

• Review and assess the quality of ticket handling processes to ensure adherence to SLAs (Service Level Agreements).
• Conduct regular audits of ticket resolution processes to identify gaps and recommend improvements.
• Evaluate the accuracy, completeness, and timeliness of ticket resolutions.
• Collaborate with the support team to develop and refine ticket categorization, prioritization, and resolution protocols.
• Track and analyze ticket metrics to identify trends, recurring issues, and areas for process enhancement.
• Provide feedback and recommendations to support teams to improve ticket handling and resolution processes.

Server Builds and Decommissions:

• Perform detailed Quality check of newly built servers to verify their functionality, security, and performance.
• Document and report any discrepancies or defects found during the build and decommission process.
• Oversee the quality and compliance of server build and decommission processes.
• Ensure that all builds and decommissions are documented accurately and follow predefined protocols.
• Verify that all data is securely erased and that hardware is disposed of in accordance with company policies and regulatory requirements.
• Conduct periodic reviews of build and decommission procedures to identify areas for improvement.

Continuous Improvement:

• Develop and maintain QA documentation, including test plans, checklists, and standard operating procedures (SOPs).

• Provide training and support to team members on quality standards and procedures.

• Participate in cross-functional teams to address quality issues and implement corrective actions.

• Stay current with industry trends and advancements in QA methodologies and tools.

Reporting and Analysis:

• Generate and analyze reports on key performance indicators (KPIs) for ticket management, server builds, and server decommissions.

• Present findings and recommendations to management to support decision-making and continuous improvement initiatives.

• Create and maintain detailed records of QA activities and findings.

ITIL Processes:

• Apply ITIL framework principles to all QA activities.
• Participate in the development and improvement of ITIL processes within the organization.
• Conduct ITIL process audits to ensure adherence to service management standards.

Audits and Compliance:

• Perform regular internal audits to ensure compliance with IT policies and procedures.
• Prepare for and assist with external audits, ensuring all necessary documentation and evidence are available.
• Identify and mitigate risks related to IT operations and compliance.

Ready to take your career to new heights? We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client lookout for a dynamic individual to fill the role of Quality Analyst.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities. Apply now and see how you can be the perfect fit for this exclusive position!