Quality Assurance Specialist - IT Services

Job description We are seeking a meticulous and detail-oriented Quality Assurance Specialist to join our team. This role is crucial in ensuring the accuracy, completeness, and overall quality of our service ticket management within ConnectWise PSA. The ideal candidate will possess a strong understanding of IT service delivery processes and a keen eye for identifying discrepancies and areas for improvement. This position involves a systematic review of completed service tickets to ensure adherence to our documentation, billing, and technical standards. Key Responsibilities Issue Identification and Categorization of service Desk tickets Thoroughly review ticket notes to identify and flag primary problem as per check list Confirm that all relevant configurations (eg, Service Config for new users/licenses, Workstations Config, Email Config, Application Config, Remote Access etc) Verify that all communication with customers and vendors is thoroughly documented. Assess internal notes for accuracy, descriptiveness, and detail regarding issues resolved and their root causes. Qualifications and Skills Proven experience in a quality assurance or technical support role Strong familiarity with ConnectWise PSA or similar Professional Services Automation, CRM or Ticketing tools. Exceptional attention to detail and organizational skills. Excellent written and verbal communication skills. Ability to understand and interpret technical information and service ticket notes. Proficient in identifying discrepancies and ensuring adherence to established processes. Strong problem-solving skills and the ability to work independently. Understanding of IT infrastructure, including workstations, email systems, software applications, and remote access technologies is a plus. Experience with IT billing processes and agreement management is desirable. Role: Quality Consultant Industry Type: IT Services & Consulting Department: Quality Assurance Employment Type: Full Time, Permanent Role Category: Quality Assurance - Other Education UG: Any Graduate PG: Any Postgraduate Key Skills IT servicesAutomationManager Quality AssuranceManaged servicesSOCBillingSecurity servicesTechnical supportMonitoringCRM