Job SummaryWe are looking for a Quality Assurance Specialist to monitor and improve service quality across IT Service Desk operations. The role focuses on reviewing calls, emails, and tickets, ensuring compliance with SLAs, KPIs, and process standards, identifying gaps, and supporting continuous improvement.Key ResponsibilitiesReview and evaluate calls, emails, tickets, and overall support handling quality.Monitor compliance with SLAs, KPIs, SOPs, and service processes.Check ticket quality, documentation, categorization, and closure accuracy.Identify recurring issues, quality gaps, and improvement opportunities.Prepare QA reports with findings, trends, and action plans.Share feedback with team leads and support coaching activities.Support RCA, knowledge base updates, and service improvement initiatives.

Work closely with Sales, Inside Sales, and Finance teams to ensure smooth deal handovers and accurate billing.Establish, implement, and maintain Standard Operating Procedures (SOPs) to improve operational efficiency.Ensure compliance with company policies, documentation standards, and audit requirements.Coordinate cross-functional teams to ensure timely execution of projects and services.Oversee deployment of outsourced IT and cybersecurity personnel at client sites.Manage recruitment coordination, onboarding, attendance tracking, and contract renewals.Monitor staff performance, utilization, and client satisfaction.Maintain accurate records of outsourced resources, including timesheets and billing alignment.Coordinate recruitment activities including job postings, screening, interview scheduling, and onboarding.Manage employee documentation including contracts, personal files, and HR records.Handle internal HR operations such as QID processing and renewals in coordination with PRO.Medical insurance enrollment and renewals.Visa processing, labor contracts, and residency compliance.Liaise with PROs for government-related documentation and approvals.Track attendance, leave management, and timesheets for both internal and outsourced staff.Support employee engagement and assist in resolving basic HR-related queries.Coordinate training, certifications, and performance review processes.Ensure compliance with local labor laws and company HR policies.Support Finance in reconciling vendor invoices and client billing.Track operational costs, resource expenses, and project profitability.Assist in preparing weekly and monthly operational and financial reports.Support budgeting and forecasting related to operations and manpower.Act as a point of contact for operational and service delivery communication with clients.Provide regular updates on project status and coordinate post-delivery support.Address client concerns and ensure timely resolution in coordination with internal teams.Maintain strong client relationships through professional and transparent communication.