IT Quality Performance Officer

Key Responsibilities

• Assist in monitoring and tracking KPIs and SLAs for ITQMS, ITSM, PMO, EA, and other T&DT units.
• Develop and maintain Power BI dashboards to visualize performance data and trends.
• Support monthly and quarterly performance reporting to department heads and executive leadership.
• Participate in gap analysis activities, comparing actual vs. target performance and identifying variances.
• Coordinate with internal stakeholders to ensure timely data collection and accuracy of performance metrics.
• Assist in preparing presentations and reports that summarize performance insights for leadership.
• Maintain documentation of performance results, analysis logs, and report archives.
• Support audits and assessments by providing necessary performance evidence and reports.

Requirements

QUALIFICATIONS

Bachelor’s degree in Information Systems, Business Analytics, Quality Management, or related field.

Knowledge of performance monitoring and reporting practices within IT organizations.

Experience

• 3–5 years of experience in quality performance, business analysis, or reporting roles.
• Hands-on experience in using Power BI for data analysis and dashboarding.

Technical Skills

• Proficient in Power BI, Excel, and data visualization techniques.
• Understanding of KPI and SLA tracking methodologies.
• Familiarity with ITSM, project tracking, or quality management systems is a plus.

Leadership Skills

• Collaboration: Able to work closely with cross-functional teams across ITQMS, ITSM, PMO, EA, and Delivery to ensure timely

and accurate performance data reporting.

• Initiative: Takes ownership of recurring reporting cycles and performance documentation without the need for constant

direction.

• Communication: Clearly and confidently presents performance insights and reporting summaries to line managers and senior

staff.

• Attention to Standards: Enforces data accuracy, formatting, and reporting consistency in line with internal quality and

governance frameworks.

• Problem Solving: Supports leadership in identifying and addressing areas of underperformance using data-driven insights.

Preferred Certifications

• Microsoft Certified: Power BI Data Analyst Associate (PL-300) – Strongly preferred.
• ISO 9001 Awareness or Internal Auditor Certification – Useful for aligning with ITQMS standards.
• ITIL® v4 Foundation – Adds value for understanding service performance and operational metrics.
• Six Sigma Yellow Belt – Optional but helpful for understanding root cause analysis and quality metrics.

Key Competencies

• Data Accuracy & Integrity: Maintains high standards in reporting reliability and consistency across all data sources.
• Analytical Thinking: Capable of interpreting complex performance datasets and highlighting trends, anomalies, or risks.
• Time Management: Effectively manages multiple reporting deadlines and ad-hoc data requests under tight timelines.
• Visualization Skills: Presents insights through well-designed, clear, and interactive dashboards in Power BI.
• Stakeholder Orientation: Understands and adapts reporting outputs based on the needs of various stakeholder groups

(e.g., Quality, Strategy, Executives).

• Confidentiality & Ethics: Handles sensitive organizational performance data with discretion and integrity.