Job Description

ROLE PURPOSE

The purpose of this role is to support the development and execution of a real-time audit programme within the MSOC support organisation. The role is responsible for auditing the quality of customer-facing support interactions to ensure accurate, efficient, and compliant service delivery. The role will identify key areas for continuous improvement, assist in the implementation of corrective actions, and monitor compliance with service level management systems. By driving adherence to IT governance standards and real-time performance monitoring, this role ensures the consistent delivery of high-quality support services and fosters a culture of ongoing improvement.

ROLE REQUIREMENT

Quality Monitoring

Assess customer interactions across multiple channels against established quality standards. Conduct real-time spot checks on both new and established procedures. Complete random and scheduled ticket quality samples to ensure consistency. Carry out outbound calls to customers to validate the quality of service rendered.

Analysis and Reporting

Track and report on key metrics such as CSAT, first-contact resolution, compliance, and throughput. Provide regular audit information on IT compliance with Service Management tasks, including incident, problem, and performance management. Conduct internal real-time audit reviews and present actionable insights.

Training and Coaching

Provide constructive feedback to IT service agents and guide improvements in technical accuracy, communication, and service quality. Recommend updates to training materials and knowledge bases based on audit findings.

Process Improvement and Compliance:

Ensure conformance to processes and ways of working (WoWs), raising risks or deviations where necessary. Propose process improvements based on data from service performance data. Interface with stakeholders to ensure identified gaps are remediated within agreed timelines.

Stakeholder Collaboration

Partner with stakeholders to advocate for quality throughout the service lifecycle. Work closely with stakeholders to address real-time issues, including risk tickets, throughput challenges, and quality concerns.

Continuous Improvement:

Participate in the establishment of a Quality Audit Programme to effectively monitor IT service quality. Drive initiatives that improve compliance, service efficiency, and customer satisfaction. Champion a culture of ongoing improvement across the IT support organisation.

PROFESSIONAL COMPETENCIES

(Technical/Functional)

Customer Service & IT Support Knowledge - Proven experience in a customer service or IT support call centre environment, with an understanding of customer expectations and service delivery standards. Quality Assurance Expertise - Hands-on experience in a quality assurance role, with strong capability in auditing customer interactions, performing real-time checks, and driving compliance. Real-Time Monitoring & Reporting - Proficient in quality monitoring systems and reporting tools to track, analyse, and present service performance and compliance metrics. ITIL & Service Metrics Knowledge - Familiarity with ITIL processes (incident, problem, and performance management) and service metrics such as first-call resolution (FCR), average handle time (AHT), CSAT, and throughput. Data Analysis & Insight Generation - Strong analytical and problem-solving skills, with the ability to derive actionable insights from ticketing systems and audit data. Coaching & Feedback Delivery - Skilled in providing clear, constructive feedback to agents to enhance communication, technical accuracy, and service quality. Process & Compliance Management - Strong understanding of IT governance, risk management, and adherence to data protection, regulatory, and company standards. Stakeholder Engagement - Ability to collaborate effectively with stakeholders Documentation & Procedure Development - Experience creating, refining, and auditing SOPs, training materials, and knowledge bases.

QUALIFICATIONS & EXPERIENCE

Diploma or degree in IT, Business Administration, Quality Management, or a related field. ITIL Foundation certification. - must ITIL Practise certification - advantageous

Essential:

Proven experience in a customer service or IT support call centre environment. Hands-on experience in a quality assurance or audit role, ideally within IT support services.


Strong analytical and problem-solving skills with a high level of attention to detail. Excellent verbal, written, and interpersonal communication skills. Proficiency with quality monitoring systems, ticketing systems (e.g. SNOW, and reporting/BI tools. Solid understanding of IT service metrics such as First-Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT). Working knowledge of ITIL principles, specifically Incident, Problem, and Performance Management. Demonstrated ability to provide coaching and feedback to improve performance and compliance. Ability to work effectively in a flexible environment.

Desirable:

Familiarity with continuous improvement methodologies Experience conducting real-time audits, spot checks, or compliance reviews. Exposure to regulatory compliance frameworks and data protection standards. * Experience collaborating with cross-functional stakeholders.