Quality Engineer (Operations Support)

Role summary:

The quality engineer will ensure operational service quality through process compliance, quality standards, auditing, and continuous improvement across IT operations activities.

Key responsibilities:

Maintain operational quality standards and process compliance for IT operations

Conduct quality reviews and audits of incidents, problems, changes, service requests, major incidents

Assess compliance against ITIL best practices and internal standards/policies

Identify process gaps, control weaknesses, operational inefficiencies, and recommend improvements

Develop and maintain:

Quality scorecards

Compliance dashboards

Process health indicators

Operational maturity assessments

Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities

Support internal and external compliance audits related to IT operations processes

Promote operational excellence, process standardization, knowledge management, and continuous improvement culture

Requirements

Skills & experience requirements:

Minimum 5 years experience in IT quality management and process governance

Strong knowledge of ITIL, including ISO 20000, COBIT, or comparable frameworks

Experience designing quality initiatives and compliance assessments

Proven experience in continuous improvement initiatives

Experience in banking or highly regulated environments preferred