Quality Assurance Expert – SOC

Company description : OmniAccess is a leading managed service provider of premium connectivity, networking and cyber solutions. From our headquarter 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.   In 2018, OmniAccess joined forces with the Marlink Group. Marlink is a managed service provider and global leader in remote ICT solutions with annual revenues surpassing $800 million and 1,500 employees operating in more than 30 countries.    Wherever our customers are in the world, we deliver them possibilities to work smarter and to operate more effectively, more safely, more sustainably - without the limitations of technology.    With our possibility platform, we enable a comprehensive suite of end-to-end managed solutions (Connectivity, Network, Cyber Security, Cloud & IT, IoT & Apps), supported by professional services, unmatched global operations and delivery capabilities and local support teams.   As a global company with a local focus, we help make tomorrow’s possibilities today’s realities.   This strategic partnership has enabled us to expand our reach and capabilities, offering our clients an even broader range of innovative digital solutions and unparalleled support.    At OmniAccess, our vision is bold and clear: to deliver possibilities anywhere, empower innovation everywhere, and shape the future of maritime digital solutions.  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. REQUISITOS MÍNIMOS 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.  Flexible working hours. 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. Benefits and perks at OmniAccess’ headoffice: o Breakfast, high-quality daily lunch at a very low cost, fruit and snacks all day long.   o Every Thursday you will have a free lunch with your colleagues.    o 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.