Service Quality Administrator

We are Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.  

Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right. We now have offices in Cardiff and Cape Town which follow the style of our London space.  

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together.

This is what we need from you: 

Ticket Quality Assurance (QA) 

Perform regular testing of tickets to ensure accuracy, clarity, correct categorisation, and compliance with process standards. 

Manage appropriate QA flags for issues such as triage errors, incorrect statuses, poor updates, or incomplete troubleshooting. 

Maintain clear QA notes to support coaching and improvement. 

Proactively highlight poor-quality tickets and ensure they are corrected before closure. 

Manage the outcome of negative QA scores with engineering teams and management. 

SLA Monitoring & Compliance 

Monitor SLA performance across all service boards. Identify tickets at risk of breach and take action by following up with engineers and Team Leads. 

Track trends in SLA breaches and contribute insights for continuous service improvement. 

Support the Service Delivery Management function with SLA data and commentary for reporting. 

Sentiment Monitoring & Escalation Handling

Review and validate AIflagged negative sentiment tickets. 

Route escalations appropriately through Team Leads, SDMs, and platform leadership where required. 

Ensure that escalations are aligned and not duplicated across the business. 

Track remediation actions and close the loop to ensure customer sentiment returns to neutral or positive. 

Reporting & Analytics 

Produce regular operational reports summarising SLA performance, QA findings, sentiment cases, and behavioural trends. 

Identify opportunities for service improvement based on data patterns. 

Maintain accuracy and consistency across dashboards and reporting packs. 

Provide insights that support decisionmaking at all levels of the service organisation. 

Triage & Ticket Hygiene Oversight 

Ensure accurate use of ticket fields including type, subtype, category, priority, contact and summary. 

Identify and flag recurring triage errors and work with teams to correct behaviours. 

Verify that tickets follow proper lifecycle steps with correct updates, statuses, and closure notes. 

Maintain overall ticket hygiene across queues. 

Continuous Improvement Support 

Identify repeat issues and feed them into Problem Management or SDM continuous improvement plans. 

Support improvement initiatives by providing QA insights, ticket examples, and thematic analysis. 

Collaborate closely with Team Leads and SDMs to enhance processes and standard operating procedures. 

Service Governance Support

Ensure adherence to operational processes, procedures, and working practices across the Managed Services team. 

Support governance reporting and provide evidence for service reviews. 

Contribute to operational discipline across areas such as backlog management, firsttimefix, and availability. 

Encourage consistent service behaviours across teams through monitoring and coaching support. 

Qualifications: 

Experience working in a Managed Service Provider (MSP) or IT Service Desk environment  

Understanding of ITIL fundamentals (Incident, Request, Change, Service Level Management)  

Strong analytical skills with ability to interpret SLA, QA and performance metrics  

Comfortable using Excel, Power BI or reporting tools  

Excellent written and verbal communication skills  

High attention to detail and accuracy  

Ability to remain calm, objective, and structured when handling escalations or negative sentiment  

Strong organisational skills and ability to manage multiple workflows  

Confidence to challenge quality issues and drive improvements  

Basic understanding of technical terminology to review ticket notes effectively  

Proactive mindset with a drive for continuous improvement  

(Desirable) ITIL v4 Foundation certification  

(Desirable) Experience with AI driven QA or sentiment tools  

(Desirable) Familiarity with CSAT/NPS and customer experience principles