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Nationality
Any Arab National, Any GCC National, Egyptian, Jordanian
Gender
Female
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Summary
We are looking for a Quality Assurance Specialist to monitor and improve service quality across IT Service Desk operations. The role focuses on reviewing calls, emails, and tickets, ensuring compliance with SLAs, KPIs, and process standards, identifying gaps, and supporting continuous improvement.
Key Responsibilities
Review and evaluate calls, emails, tickets, and overall support handling quality.
Monitor compliance with SLAs, KPIs, SOPs, and service processes.
Check ticket quality, documentation, categorization, and closure accuracy.
Identify recurring issues, quality gaps, and improvement opportunities.
Prepare QA reports with findings, trends, and action plans.
Share feedback with team leads and support coaching activities.
Support RCA, knowledge base updates, and service improvement initiatives.
Desired Candidate Profile
Quality Assurance, IT Service Desk, SLA Compliance, KPI Monitoring, ITSM, Ticket Management, Root Cause Analysis, QA Reporting, ITIL, ServiceNow, Arabic Speaker
Employment Type
- Full Time
Company Industry
- IT - Software Services
Department / Functional Area
- Quality
- Testing
- QA
- QC
- Inspector
Keywords
- Quality Assurance Analyst
- IT Service Desk
- SLA
- KPI Monitoring
- IT Service Management
- Ticketing Manager
- Root Cause Analysis
- QA Reporting
- ITIL
- Service Desk Quality Specialist
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Accentia Consulting
Who We Are We are Accentia Consulting—a fresh, agile force in management consulting and advisory services. We don’t just analyze problems; we solve them. Built on the belief that strategy without execution is just theory, we partner with businesses to navigate complexity, drive transformation, and deliver measurable impact. What We Do From corporate strategy and operational excellence to digital transformation and organizational change, we bring clarity to chaos. We work alongside leadership teams to turn ambitious goals into reality—whether that’s scaling a high-growth enterprise, optimizing performance, or navigating critical transitions. Our Approach We are different by design. No rigid frameworks. No one-size-fits-all solutions. We take the time to understand the unique rhythm of every client, then build strategies that are practical, human-centered, and built to last. We call this The Accent Way—a blend of deep expertise, agile thinking, and genuine partnership.
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