Position Summary The Operational Quality & Performance Specialist is a proactive, action-oriented role responsible for improving day-to-day operational health in ServiceNow through case quality monitoring, performance follow-up, queue hygiene, and targeted outreach. This role uses operational data (in partnership with the Strategic Operations Specialist) to identify risks such as stale/aging work, SLA misses, misrouting, weak documentation, and repeat defects, then engages HRSC agents and assign