4Bell Technology

We are looking for a detail‑oriented Quality Executive to support and drive quality standards across IT Operations and Service Management functions. The role focuses on process compliance, SLA adherence, ticket quality audits, root cause analysis, and continuous service improvement, ensuring high service quality and customer satisfaction in a 24x7 IT operations environment.

Key Responsibilities

Quality Assurance & Compliance

Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools (ServiceNow / Symphony / Sapphire or equivalent).

Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.

Track and report non‑compliance, deviations, and corrective actions.

Ticket & Service Quality Management

Review ticket lifecycle for:

Proper categorization & prioritization

Accurate documentation & resolution notes

SLA and TAT adherence

Identify recurring gaps and raise quality improvement actions.

Operational Governance & Reporting

Prepare weekly / monthly quality dashboards covering:

SLA adherence

Quality scores

Repeat incidents

RCA closure status

Support service review meetings with operations & client stakeholders.

Root Cause Analysis & CSI

Conduct Root Cause Analysis (RCA) for major and recurring incidents.

Track implementation of preventive and corrective actions.

Drive Continual Service Improvement (CSI) initiatives in coordination with operations teams.

Knowledge & Process Improvement

Review and improve Knowledge Base (KB) articles and SOP documentation.

Identify opportunities for:

Process improvement

Shift‑left initiatives

Automation readiness

Training & Awareness

Support quality training and process awareness sessions for L1/L2 teams.

Provide feedback to engineers on quality expectations and improvements.

Audit & Documentation

Maintain audit evidence for:

Internal audits

Client audits

Compliance reviews

Ensure documentation readiness as per governance requirements.

Required Skills & Competencies

Technical & Process Skills

Strong understanding of ITIL processes (Incident, Problem, Change, Request).

Hands‑on experience with ITSM tools (ServiceNow / Symphony / Sapphire or similar).

Knowledge of SLA, KPI, CSAT, FCR, AHT metrics.

Experience in RCA, quality audits, and reporting.

Behavioral Skills

High attention to detail and analytical mindset

Strong communication and documentation skills

Stakeholder coordination and governance orientation

Ability to work in fast‑paced IT operations environments

Qualification & Experience

Bachelor’s degree in IT / Computer Science / Engineering or equivalent.

3–4 years of experience in:

IT Operations

Service Desk Quality / Process / Governance role

ITIL Foundation certification (preferred).

Good to Have

Experience in multi‑location / 24x7 operations.

Exposure to client governance and service reviews.

Experience in large enterprise IT environments.