Quality Analyst

We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub . Role Summary This role is responsible for ensuring service performance, governance, and compliance through robust reporting, audit, and control frameworks. The position plays a key role in driving: Risk mitigation Continuous improvement Operational excellence across end-to-end service delivery. Key Responsibilities Lead and execute quality assurance activities aligned with service standards, contractual requirements, and internal control frameworks Monitor and report service performance against SLAs, OLAs, KPIs, and quality metrics Design and maintain reporting dashboards and executive summaries to support performance governance and decision-making Conduct audits and control assessments across Service Desk and resolver teams Identify control gaps, compliance issues, and operational risks; drive corrective and preventive actions Analyze operational data, trends, and customer feedback to identify improvement opportunities Collaborate with Incident, Problem, Change, and Knowledge Management teams to embed quality controls Support Root Cause Analysis (RCA) processes and ensure improvement actions are tracked and implemented Maintain and update SOPs, control documentation, and audit evidence Prepare and present audit findings, compliance reports, and performance insights to stakeholders Act as a key point of contact for internal and external audits Promote a culture of accountability, quality, and compliance across teams Drive cross-functional alignment to strengthen governance and improve service delivery Key Skills & Competencies Strong written and verbal communication skills Solid understanding of ITIL/ITSM processes and service quality frameworks Strong analytical skills, with the ability to interpret data and identify trends Knowledge of Service Desk, End User Computing, and Digital Workplace environments Experience with continuous improvement methodologies (e.g., CSI, Lean, Six Sigma – desirable) Ability to influence cross-functional teams and drive change without direct authority Qualifications & Experience Experience 3–5 years of experience in IT service operations, quality management, or service delivery (internal or outsourced environments) Experience leading teams, squads, or cross-functional initiatives is highly desirable Education Diploma or Degree in an IT or business-related field Required Certification ITIL Foundation Preferred Certifications ISO 20000 Auditor Six Sigma Green Belt Product Management / Agile Methodology Data Analytics Customer Experience