Quality Assurance Expert – SOC

Quality Assurance Expert – SOC & Managed Services Join to apply for the Quality Assurance Expert – SOC & Managed Services role at OmniAccess OmniAccess is a leading managed service provider of premium connectivity, networking and cyber solutions. From our headquarters in Palma de Mallorca we cater services for superyachts, boutique cruise and research vessels, with a very strong commitment to service quality & availability. As part of our integral end‑to‑end solutions, we design, implement and support onboard IT networks, bandwidth management tools and cyber security services, all aimed at providing our clients with premium digital solutions and the best possible user experience. Role Purpose The Quality Assurance Expert ensures that all SOC and managed security services are delivered in line with defined standards, SLAs, and best practices. This role focuses on continuous service improvement, process alignment, and performance consistency across teams, helping to drive operational excellence and customer satisfaction. Key Responsibilities Quality Management & Auditing Develop, maintain, and oversee the SOC Quality Framework, including internal audits, service delivery assessments, and adherence to ISO/ITIL standards. Conduct regular reviews of incident handling, monitoring, and reporting activities to ensure accuracy and consistency. Identify deviations from procedures and coordinate corrective actions with SOC leadership. Process Improvement Collaborate with SOC and service teams to optimize workflows, documentation, and use of tooling. Define and track Quality KPIs (accuracy, response times, false positive rates, SLA compliance, customer satisfaction). Support the development of standard operating procedures (SOPs) and ensure adoption across all shifts and service lines. Governance & Compliance Ensure alignment with internal compliance requirements and external standards. Partner with internal stakeholders to prepare for audits and customer reviews. Performance & Training Support Provide feedback to team leaders and analysts based on QA findings. Support knowledge sharing, lessons‑learned sessions, and process improvement workshops. Assist in onboarding and continuous education of SOC personnel with focus on service quality and best practices. Reporting & Communication Produce regular Quality and Service Improvement Reports for management and customers. Highlight trends, recurring issues, and improvement opportunities to the Head of Transformation & QA. MIN REQUIREMENTS Required Skills & Experience: 3–5 years’ experience in SOC, MSSP, or IT service delivery roles. Proven background in quality assurance, process improvement, or compliance functions. Strong understanding of SIEM operations, incident response processes, and managed service environments. Familiarity with ISO 9001 / ISO 27001 / ITIL frameworks. Excellent analytical, documentation, and communication skills. Proactive, detail‑oriented, and collaborative mindset. What we offer Full‑time, permanent position with competitive salary. Hybrid model : possibility of two days per week of teleworking. Access to private health insurance from day one. Dynamic, multicultural environment with over 30 nationalities. Opportunity to work in an innovative company at the forefront of telecom and IT services. Professional Development: Access to training, conferences, and resources to enhance skills and knowledge. Breakfast, high‑quality daily lunch at a very low cost, fruit and snacks all day long. Every Thursday you will have a free lunch with your colleagues. Gym and game room at your disposal. OmniAccess is an equal opportunity employer determined to build a diverse and inclusive workplace. We are committed to ensuring that all individuals are treated with dignity and respect, and that everyone—regardless of race, ethnicity, gender, gender identity or expression, sexual orientation, age, religion, disability, or any other legally protected status—has fair and equal access to opportunities for growth, development, and success. We are also dedicated to upholding fairness and objectivity throughout our recruitment process. All hiring decisions are based solely on qualifications, relevant experience, and alignment with the requirements of the role, ensuring a transparent and merit‑based selection for every candidate. #J-18808-Ljbffr