QA Analyst

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, How We Work Matters As Much As What We Deliver. Our People Live By Four Core Values That Shape Everything We Do

• On It: We take ownership, follow through, and get things done.
• All In : We collaborate, support each other, and commit fully to shared goals.
• Connected: We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

If these values resonate with you, you’ll feel right at home here.

The Role

As a Quality Assurance Analyst, you will play a pivotal role in delivering world class services to our customers. You will conduct thorough ticket and call evaluations. Your strong communication skills will enable you to effectively interact with both customers and engineers, providing constructive feedback and training where needed to drive continuous improvement.

Day-to-day At Ekco

• Detailed ticket reviews, containing a timeline of all interactions, as required by the business
• Monitor and evaluate the overall quality of service delivery to ensure high standards are maintained.
• Develop and implement quality assurance processes and best practices to improve service quality.
• Conduct detailed evaluations of tickets and call interactions to assess adherence to quality standards and identify areas for improvement.
• Provide clear and constructive feedback to Team Leaders on their engineers’ performance, highlighting strengths and areas for improvement.
• Communicate effectively with customers who are upset or dissatisfied, addressing their concerns and ensuring a positive resolution.
• Gather customer feedback and use it to identify trends and areas for service enhancement.
• Provide training and guidance to engineers on best practices, quality standards, and areas needing improvement.
• Present findings and recommendations to management to support decision-making and strategic planning.
• Support knowledge creation and maintain our existing knowledge base articles.

What We Are Looking For

• Experience in a quality assurance role within an IT support or service desk environment.
• Familiarity with IT support processes, ticketing systems, and quality assurance methodologies.
• Excellent verbal and written communication skills, with the ability to effectively interact with both customers and technical staff.
• Strong interpersonal skills, with the ability to provide constructive feedback and training in a professional and supportive manner.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Keen attention to detail, ensuring accuracy and completeness in evaluations and reports.
• Dedicated to maintaining high levels of customer satisfaction and operational excellence.
• Ability to remain unbiased in feedback and evaluations and reviews, seeing things from the customer perspective.

Benefits / Perks

• Time Off: 25 days annual leave + public holidays
• Birthday Leave: One extra day off to celebrate
• Company Pension Scheme
• Employee Assistance Programme (EAP) for wellbeing support
• EkcOlympics: Global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Real opportunities to grow, including international progression

Why Ekco

• Company of the year 2026 Tech Excellence Awards
• ️ Microsoft’s 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• A culture rooted in diversity, equality, inclusion & belonging
• A commitment to internal mobility and career progression
• Flexible, family-friendly working at the heart of our culture
• Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.