QA Analyst

About the role

Ekco is seeking a Quality Assurance Analyst to help maintain and improve the quality of its cloud‑based managed services. You will evaluate tickets and calls, work closely with engineers and customers, and drive continuous improvement across the support organisation.

Key responsibilities

• Perform detailed ticket reviews, including a timeline of all interactions.
• Monitor and evaluate overall service delivery quality to ensure standards are met.
• Develop and implement QA processes and best practices.
• Assess ticket and call interactions for adherence to quality standards.
• Provide clear, constructive feedback to Team Leaders on engineer performance.
• Communicate with upset customers, address concerns, and ensure positive resolutions.
• Gather customer feedback, identify trends, and suggest service enhancements.
• Train engineers on best practices, quality standards, and improvement areas.
• Present findings and recommendations to management for strategic planning.
• Support knowledge creation and maintain existing knowledge‑base articles.

Required profile

• Experience in a quality assurance role within an IT support or service‑desk environment.
• Familiarity with IT support processes, ticketing systems, and QA methodologies.

Required skills

• Ticketing systems
• IT support processes
• Quality assurance methodologies