Quality Assurance Specialist – IT Service Desk

Accentia Consulting is announcing a distinguished career opportunity in Doha, Qatar, to join their team as a Quality Assurance Specialist for the IT Service Desk. This role is pivotal in maintaining exceptional service standards and ensuring internal and external client satisfaction by monitoring and evaluating the quality of technical support operations.

Job Description

The Quality Assurance Specialist will be responsible for monitoring and evaluating the quality of interactions and performance of the IT Service Desk team. The focus will be on ensuring compliance with agreed Service Level Agreements (SLAs) and IT support best practices. Key responsibilities include:

• Quality Monitoring: Listening to call recordings, reviewing support tickets, and examining support interactions via email and live chat to ensure adherence to defined protocols and standards.
• Evaluation & Reporting: Developing and implementing quality evaluation tools, preparing detailed periodic performance reports, highlighting areas of strength and opportunities for improvement.
• Feedback & Coaching: Providing constructive, objective feedback to the support team and working with team supervisors to design development and training plans to address performance gaps.
• Process Improvement: Identifying recurring trends in issues or deviations from the standard, and suggesting improvements to support scripts, knowledge base articles, and workflows to enhance service efficiency and quality.
• Compliance Standards: Ensuring all support activities comply with company and regulatory cybersecurity policies and privacy procedures.
• Customer Service Standards: Ensuring the tone of communication and problem-solving reflects professionalism and a customer-centric focus in every interaction.

Requirements & Qualifications

To be a successful candidate for this position, you must meet the following requirements:

• Education: A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience: Minimum of 3 years of practical experience in a Quality Assurance role, preferably within an IT support or Call Center environment. Previous hands-on experience working directly in an IT Service Desk is a significant advantage.
• Technical Knowledge: Strong understanding of IT Service Management (ITSM) concepts and frameworks like ITIL. Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk).
• Analytical Skills: Excellent data analysis skills, ability to identify patterns, and translate findings into actionable reports and recommendations.
• Communication Skills: Excellent written and verbal communication skills in both Arabic and English, with the ability to deliver precise and constructive feedback.
• Attention to Detail: A keen eye for detail and a commitment to high standards of accuracy.
• Interpersonal Skills: Ability to work independently and as part of a team, with strong interpersonal skills.

Benefits & Perks

Accentia Consulting offers a stimulating and professional work environment in the heart of Doha. While specific details of the financial package and benefits are determined during the interview process, the company is known for providing:

• Opportunities for career growth and development in IT and Quality Assurance.
• A dynamic and collaborative work environment.
• The chance to join a leading consulting firm with a strong market presence.

How to Apply

Applications for this position are accepted exclusively via the Naukrigulf platform. Please visit the original job listing link on the platform and submit your updated English Curriculum Vitae (CV), ensuring you highlight relevant experience in Quality Assurance and IT support. Double-check that your contact information is correct.

Given the competitive nature of the job market in Qatar, qualified applicants are advised to apply at their earliest convenience. Applications will be reviewed by the Accentia Consulting recruitment team, and only candidates who match the requirements will be contacted for interviews.