QA Support Specialist
Job Description
Our client is a financial holding company and a leading investment group in the insurance and reinsurance fields, with a footprint spanning 45 countries across Europe, the Middle East, Africa, and Asia.
Currently our client is looking for an QA support specialist who will refer to a manager at the Digital Solution’s department.
Key Responsibilities:
. Own and manage the end-to-end operation of the IT ticketing system supporting internal teams and affiliated entities across digital initiatives.
• Ensure proper logging, prioritization, categorization, and resolution of incidents and service requests across various digital projects.
• Monitor ticket queues, response times, and resolution timelines to ensure compliance with defined SLAs.
• Act as the main escalation point for complex or critical issues impacting medical operations or digital initiatives.
• Ensure consistent documentation of issues, resolutions, and workarounds within the ticketing system.
• Coordinate with internal technology teams, vendors, and third-party providers for issue resolution.
• Define and enforce standard operating procedures for IT support and service delivery across digital products and projects.
• Allocate workload, monitor performance, and ensure adequate coverage across supported entities
• Identify skill gaps and organize ongoing technical and process training for the support team
• Foster a customer-service-oriented culture focused on reliability, responsiveness, and professionalism
• Prepare and deliver regular operational reports to management, including:
- Ticket volumes and trends
- SLA compliance and response metrics
- Recurring issues and root cause analysis
- System availability and support risks
• Provide insights and recommendations to improve system stability, user experience, and support efficiency
• Support management with data-driven input for service improvement initiatives and capacity planning
• Continuously review and improve IT support processes and workflows
• Identify recurring issues and work with technology and application teams to drive permanent fixes
• Contribute to service improvement plans and support audits or compliance requirements when needed
• Ensure alignment of support operations with business objectives and healthcare service requirements
Qualifications & Requirements:
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 5 years of experience in IT support, service desk, or application support roles.
• Strong understanding of ITIL-based support processes (Incident, Problem, and Request Management).
• Basic knowledge of SQL (Structured Query Language).
• Strong sense of ownership, accountability, and customer focus.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Ability to produce clear and structured operational and performance reports.
• Fluency in both French and English.
