Senior IT Service Quality Analyst

What you'll do:

The Senior IT Service Quality Analyst will support the Digital Workplace Enablement team by ensuring the highest standards of service quality across our service desk, field support teams, and other support functions. This role involves reviewing ticket quality, identifying and implementing process and quality improvement plans, and developing strategies to maintain a focus on service quality.

You will report to the Global IT Service Quality Manager.

Summary of Primary Responsibilities:

• Drive a global service quality program to ensure consistent, high‑quality end‑user support.

• Partner with regional operations and vendor teams to improve service 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. Translate quality findings into clear improvement actions for regional leads and teams.

• Develop and maintain shared playbooks, quality guidelines.

• Track, analyze, and report service quality metrics to senior leadership. Present clear insights to support decisions on tooling, training investment, performance, and process automation.

• Correlate quality findings with operational metrics such as FCR, CSAT/NPS, reopens, and SLA breaches.

• Partner with service owners to implement process changes that reduce repeat incidents and escalations.

• Establish transparency and accountability through a shared service quality scoring framework.

• Promote strong collaboration and communication across cross‑functional support teams.