Senior IT Service Quality Analyst

📋 Description

• Drive a global service quality program to ensure high‑quality end‑user support.
• Partner with regional operations and vendor teams to improve outcomes.
• Conduct quality reviews of support tickets and provide actionable feedback.
• Identify and implement process improvements to elevate service performance.
• Develop and champion innovative approaches to strengthen service quality culture.
• Act as the central point of coordination for service quality topics across teams.

🎯 Requirements

• 5+ years' experience in IT Service Management, End User Services, Help Desk Quality, or ITSM
• Bachelor's degree in IT, Business Administration, or related field (or equivalent).
• Background in service quality management within a digital workplace or IT support environment.
• Strong understanding of ITIL or similar service management frameworks.
• Experience with quality audits, KPI tracking, call listening, and performance management.
• Strong analytical skills, including Power BI or similar reporting tools.

🎁 Benefits

• Personal development and career growth opportunities with learning resources.
• Flexible work environment and collaborative team culture.
• Comprehensive benefits package including life insurance, health coverage, and allowances.
• Paid vacation and additional time off for special events.
• Opportunity for flexible working hours and home office.