Quality Engineer (Operations Support)

The Quality Engineer will ensure operational service quality through process compliance, quality standards, auditing, and continuous improvement across IT operations activities. Key Responsibilities: Maintain operational quality standards and process compliance for IT operations Conduct quality reviews and audits of Incidents, Problems, Changes, Service Requests, Major Incidents Assess compliance against ITIL best practices and internal standards/policies Identify process gaps, control weaknesses, operational inefficiencies, and recommend improvements Develop and maintain: Quality scorecards Compliance dashboards Process health indicators Operational maturity assessments Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities Support internal and external compliance audits related to IT operations processes Promote operational excellence, process standardization, knowledge management, and continuous improvement culture Skills & Experience Requirements: Minimum 5 years experience in IT Quality Management and Process Governance Strong knowledge of ITIL , including ISO 20000 , COBIT , or comparable frameworks Experience designing quality initiatives and compliance assessments Proven experience in continuous improvement initiatives Experience in banking or highly regulated environments preferred