Senior IT Service Quality Analyst
HybridSofia, Sofia-Capital, Bulgaria
Job Summary
Drive a global service quality program ensuring consistent, high-quality end-user support across service desk and field teams. Conduct quality reviews of support tickets, provide actionable feedback, and correlate findings with operational metrics like FCR, CSAT, and SLA breaches. Identify process gaps, implement improvement plans, and develop shared playbooks to reduce repeat incidents. Partner with regional operations and vendor teams to champion innovative approaches that strengthen service quality culture. Translate quality insights into clear improvement actions for regional leads while tracking metrics to support leadership decisions on tooling and training. Report directly to the Global IT Service Quality Manager.
Required Qualifications
- 5+ years' experience in IT Service Management, End User Services, Help Desk Quality, or ITSM governance
- Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience)
- Proven 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 basic use of Power BI or similar reporting tools
- Strong stakeholder engagement
Desired Qualifications
- Experience with Lean, Six Sigma, or continuous improvement methodologies
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