Operations Quality Analyst
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking an Operations Quality Analyst to own quality assurance for ticket facilitation and completion across all technical teams. This role is not a software or product testing position — the Operations Quality Analyst does not test code, applications, or systems. Instead, this role ensures that tickets created and closed by Service Desk, NOC, SOC, and Engineering teams meet organizational quality standards for accuracy, completeness, documentation, and proper resolution.
The Operations Quality Analyst reviews completed and in-progress tickets to verify correct categorization, adequate troubleshooting documentation, appropriate escalation handling, accurate resolution notes, and adherence to established procedures. This role identifies quality trends, gaps, and coaching opportunities that support team leads and managers in improving ticket handling consistency across the organization.
The ideal candidate is detail-oriented, process-minded, and comfortable reviewing technical work without necessarily performing it — someone who can recognize when a ticket has been handled correctly, documented well, and closed appropriately, and who can clearly communicate gaps back to the teams responsible.
Key Responsibilities
Ticket Quality Review
- Review completed and in-progress tickets across Service Desk, NOC, SOC, and Engineering teams for quality, accuracy, and completeness
- Verify tickets are properly categorized, prioritized, and documented in accordance with organizational standards
- Confirm resolution notes clearly describe the issue, actions taken, and outcome
- Identify tickets closed prematurely, inaccurately, or without adequate documentation
- Validate appropriate use of escalation paths and adherence to SLA-related process requirements
Quality Standards & Scorecards
- Maintain and apply defined ticket quality standards and scoring criteria
- Develop and maintain quality scorecards or checklists used to evaluate ticket handling consistency
- Track quality trends by team, individual, and ticket type over time
- Identify recurring quality gaps and patterns that indicate process or training needs
Feedback & Coaching Support
- Provide clear, constructive feedback to team leads and managers based on quality review findings
- Partner with Service Desk, NOC, and SOC managers to support coaching conversations grounded in specific ticket examples
- Distinguish between individual coaching opportunities and broader process or documentation gaps
- Support onboarding of new analysts/engineers by reinforcing quality expectations early
Reporting & Continuous Improvement
- Produce regular reporting on ticket quality trends, findings, and improvement areas for leadership
- Identify opportunities to improve ticket templates, required fields, or workflow structure to reduce quality gaps at the source
- Partner with Automation & Integration Engineering where automation could reduce manual documentation errors
- Recommend updates to quality standards as organizational processes evolve
Cross-Functional Collaboration
- Work closely with Service Desk, NOC, and SOC leadership to align on quality expectations and review cadence
- Partner with Compliance & Risk when ticket documentation quality intersects with audit or evidence requirements
- Support PMO and Onboarding teams where ticket quality affects project or client handoff documentation
Required Qualifications
- Experience in a Service Desk, NOC, SOC, or technical support environment (in an operational, quality, or team lead capacity)
- Strong understanding of ticket lifecycle management, incident documentation, and escalation processes
- Excellent attention to detail and ability to identify gaps in technical documentation without necessarily performing the underlying technical work
- Strong written communication skills, with the ability to give clear and constructive feedback
- Ability to work independently while reviewing work across multiple teams and technical disciplines
- Strong organizational skills with the ability to manage a consistent review cadence across a high ticket volume
Preferred Qualifications
- Experience working within a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment
- Experience with ITSM or ticketing platforms such as HaloPSA or similar tools
- Familiarity with ITIL-based incident, request, and problem management processes
- Experience developing or applying quality scorecards, checklists, or review frameworks
- Experience supporting coaching or performance conversations in a technical operations environment
- ITIL 4 Foundation
- Six Sigma / quality management certifications
- CompTIA A+ or Network+ (helpful for understanding ticket technical context, not required for hands-on work)
Technical Skills
Ticket & Process Quality
- Ticket lifecycle management
- Incident documentation review
- Quality scorecards and checklists
- SLA and escalation process validation
- Trend analysis
Tools & Platforms
- ITSM / ticket management systems
- Reporting and dashboard tools
- Documentation platforms
Professional Skills
- Attention to detail
- Written communication
- Constructive feedback delivery
- Analytical thinking
- Organization
- Objectivity and consistency
- Cross-functional collaboration
Success Measures
Success in this role will be demonstrated through:
- Measurable improvement in ticket documentation quality and completeness over time
- Reduced incidence of prematurely or inaccurately closed tickets
- Clear, actionable quality reporting used by team leads and managers
- Improved consistency in ticket handling across Service Desk, NOC, and SOC teams
- Positive reception of feedback as constructive and specific rather than punitive
- Identification of process or template improvements that reduce quality gaps at the source
Career Growth Opportunity
This role provides a foundation in cross-functional operational quality and process improvement, with a path toward Quality Assurance Lead, Process Improvement Manager, Service Delivery Manager, or PMO-adjacent operational leadership roles as scope and organizational maturity expand.
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.