Quality Engineer (Operations Support)

Role Overview

Quality Engineer (Operations Support) at TAWANTECH. This role ensures operational service quality through process compliance, quality standards, auditing, and continuous improvement across IT operations activities.

Role Purpose

The Quality Engineer will maintain operational quality standards and process compliance for IT operations, conducting audits and assessments while driving continuous improvement initiatives across all IT service delivery functions.

Key Responsibilities

Quality Assurance & Auditing

• Conduct quality reviews and audits of Incidents, Problems, Changes, Service Requests, and Major Incidents.
• Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities.
• Support internal and external compliance audits related to IT operations processes.
• Assess compliance against ITIL best practices and internal standards and policies.

Process Improvement & Governance

• Maintain operational quality standards and process compliance for IT operations.
• Identify process gaps, control weaknesses, and operational inefficiencies.
• Recommend improvements and design quality initiatives and compliance assessments.
• Promote operational excellence, process standardization, knowledge management, and continuous improvement culture.

Reporting & Metrics

• Develop and maintain quality scorecards.
• Develop and maintain compliance dashboards.
• Develop and maintain process health indicators.
• Develop and maintain operational maturity assessments.

Qualifications & Experience

• 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.