Quality Analyst

Description and Requirements

Role Summary

This role is responsible for ensuring service performance, governance, and compliance through robust reporting, audit, and control frameworks. The position plays a key role in driving: Risk mitigation Continuous improvement Operational excellence across end-to-end service delivery. Key Responsibilities

Lead and execute quality assurance activities aligned with service standards, contractual requirements, and internal control frameworks Monitor and report service performance against SLAs, OLAs, KPIs, and quality metrics Design and maintain reporting dashboards and executive summaries to support performance governance and decision-making Conduct audits and control assessments across Service Desk and resolver teams Identify control gaps, compliance issues, and operational risks; drive corrective and preventive actions Analyze operational data, trends, and customer feedback to identify improvement opportunities Collaborate with Incident, Problem, Change, and Knowledge Management teams to embed quality controls Support Root Cause Analysis (RCA) processes and ensure improvement actions are tracked and implemented Maintain and update SOPs, control documentation, and audit evidence Prepare and present audit findings, compliance reports, and performance insights to stakeholders Act as a key point of contact for internal and external audits Promote a culture of accountability, quality, and compliance across teams Drive cross-functional alignment to strengthen governance and improve service delivery Key Skills & Competencies

Strong written and verbal communication skills Solid understanding of ITIL/ITSM processes and service quality frameworks Strong analytical skills, with the ability to interpret data and identify trends Knowledge of Service Desk, End User Computing, and Digital Workplace environments Experience with continuous improvement methodologies CSI, Lean, Six Sigma – desirable) Ability to influence cross-functional teams and drive change without direct authority Qualifications & Experience

Experience 3–5 years of experience in IT service operations, quality management, or service delivery (internal or outsourced environments) Experience leading teams, squads, or cross-functional initiatives is highly desirable Education Diploma or Degree in an IT or business-related field Required Certification ITIL Foundation Preferred Certifications ISO 20000 Auditor Six Sigma Green Belt Product Management / Agile Methodology Data Analytics Customer Experience Additional Locations : * Brazil - São Paulo - São Paulo * Brazil - São Paulo - Sao Paulo * Brazil * Brazil - São Paulo * Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo