Job Summary
The KM/QA L2 Analyst is responsible for driving service quality, process compliance, and knowledge management maturity across Service Desk, DSS, and End User Computing operations. The role focuses on performing quality audits, identifying improvement opportunities, maintaining knowledge repositories, driving process adherence, and supporting continuous service improvement initiatives. The analyst acts as a governance and quality champion, ensuring operational excellence and enhanced customer experience.
Key Responsibilities
Key Responsibilities Quality Assurance & Compliance • Conduct quality audits of incidents, service requests, calls, chats, and email interactions. • Evaluate analyst performance against defined quality standards, SOPs, and process guidelines. • Monitor SLA compliance, ticket hygiene, documentation quality, and adherence to ITIL practices. • Identify quality trends, gaps, and recurring issues and recommend corrective actions. • Perform calibration sessions with Operations Leads and Team Managers to ensure audit consistency. • Support internal, external, and customer audits. Knowledge Management • Manage and maintain knowledge articles, SOPs, work instructions, and process documentation. • Ensure knowledge content remains accurate, relevant, and updated. • Review and approve new knowledge articles before publication. • Drive Knowledge-Centered Service (KCS) practices across support teams. • Identify knowledge gaps and coordinate article creation with SMEs and support teams. • Monitor knowledge usage, article effectiveness, and self-service adoption. Service Improvement • Analyze quality and operational metrics to identify improvement opportunities. • Drive corrective and preventive actions (CAPA) for identified process issues. • Support automation, shift-left, and knowledge reuse initiatives. • Participate in Continuous Service Improvement (CSI) programs. • Contribute to CSAT improvement initiatives through quality enhancement plans. Reporting & Governance • Prepare weekly and monthly quality and knowledge management reports. • Publish quality scorecards, audit findings, and improvement recommendations. • Track action plans arising from audits and governance reviews. • Present quality trends and KM metrics during operational and customer governance meetings. • Maintain audit records and compliance documentation. Training & Coaching • Provide quality feedback and coaching to analysts and support teams. • Support onboarding and process training initiatives. • Conduct refresher sessions on quality expectations and process compliance. • Collaborate with Operations Managers to improve team performance and service quality.
Skill Requirements
Required Technical & Functional Skills Quality Management • Quality Auditing • Process Compliance Monitoring • SLA & KPI Analysis • Root Cause Analysis (RCA) • Continuous Service Improvement (CSI) • Customer Experience Management Knowledge Management • Knowledge Article Creation & Review • SOP & Process Documentation • KCS Methodology • Content Governance • Knowledge Repository Administration ITSM Knowledge • Incident Management • Request Management • Problem Management • Change Management • Major Incident Management • ITIL Framework Tools • ServiceNow Knowledge Management • Microsoft Office 365 • SharePoint • Power BI / Reporting Tools • Excel (Advanced Reporting & Analysis) • Quality Monitoring Platforms
Other Requirements
Qualifications • Bachelor\'s Degree in Information Technology, Computer Science, Business Administration, or related discipline. • 4 to 6 years of experience in IT Service Management, Quality Assurance, Knowledge Management, Service Desk, or EUC Operations. • ITIL Foundation Certification preferred. • KCS Certification will be an added advantage. ________________________________________ Key Competencies • Strong analytical and audit skills. • Excellent written and verbal communication. • Attention to detail and governance mindset. • Strong documentation and reporting abilities. • Stakeholder management and influencing skills. • Ability to work independently and drive improvement initiatives. • Strong presentation and facilitation skills. ________________________________________ Preferred Experience • Service Desk, DSS, RDS, or End User Computing Operations. • Managed Services Environment. • Global Delivery and Support Operations. • Customer Governance & Reporting. • Process Improvement Frameworks such as Lean or Six Sigma. • Knowledge Base Administration and KCS Adoption Programs. ________________________________________ Role Details Role: KM / QA Analyst – L2 Function: Service Quality & Knowledge Management Experience: 4-6 Years Support Model: Global Operations / Business Hours Reporting To: Operations Manager / Service Delivery Manager