Company
ServiceDesk,QualityManagementAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk, Quality Management Analyst. Skills: Quality Management, Service Desk Operations, ServiceNow, Performance Analytics, KPI tracking, Reporting, Continuous Improvement. Supporting and executing the Quality Management Program for the IT Service Desk organization. Focusing on continuous improvement initiatives, quality assurance auditing, KPI tracking, reporting, and performance analytics”
What You'll Achieve.
Ensure high-quality customer support delivery; Identify trends; Improve operational performance; Maintain service excellence through data-driven insights and process optimization; Ensure the Service Desk team is meeting standards of quality while supporting the unique business needs of Sysco; Make recommendations for improvement to Service Desk team leads and associates; Support coaching initiatives; Support performance improvement initiatives
Industry & Context.
Analytical, troubleshooting, and root cause analysis skills; Ability to collect/analyze data and make sound recommendations for improvement
Schedule: Monday to Friday from 7:00 AM to 3:30 PM Costa Rica time (8:00 AM to 4:30 PM CST), Only candidates with Costa Rican nationality or valid immigration status will be applicants residing outside Costa Rica will not be considered, and relocation is not available
What They're Looking For.
Must Have
4+ years of experience in Service Desk Operations or IT Support environments, 2+ years of experience in Quality Management, IT Service Desk, Technical Support, or similar operational environment, Experience performing quality audits, reporting, and performance analysis, Experience with ServiceNow reporting and Performance Analytics, Proven leadership, negotiation, and conflict resolution skills, Working knowledge of databases, computer hardware/software, and Service Desk tools, Exceptional customer support and interpersonal skills, Understanding of Key Performance Indicators (KPIs) and trend analysis, Excellent written and verbal communication skills, Analytical, troubleshooting, and root cause analysis skills, Ability to collect/analyze data and make sound recommendations for improvement, Proven relationship-building and collaboration skills with team members and business users, Business Process Management experience, Ability to multi-task and adapt to flexible schedules, Ability to excel in collaborative and distributed team environments, Customer-focused mindset with attention to detail
Nice to Have
IT Service Management Certification (ITIL / ITSM v3 preferred)
What You'll Do.
Supporting and executing the Quality Management Program for the IT Service Desk organization
Focusing on continuous improvement initiatives
quality assurance auditing
and performance analytics
Partnering closely with Service Desk leadership to identify trends
improve operational performance
support coaching initiatives
and maintain service excellence
Executing formal quality assurance processes
Overseeing daily operations of quality assurance including auditing phone calls and tickets
tracking and reporting results
and making recommendations for improvement
Coordinating ad-hoc audits to support new Service Desk processes
Serving as point of contact for specialized quality assurance monitoring
and mentoring for at-risk associates
Building metrics and reporting around IT KPIs within ServiceNow using Performance Analytics
and annual reporting and dashboards in ServiceNow
Providing oversight of escalations
and total ticket ownership
Monitoring and reporting on quality metrics
and operational trends
Supporting Service Desk Team Leads with coaching recommendations and performance improvement initiatives
Supporting continuous improvement initiatives across Service Desk operations
How You'll Work.
Team & Collaboration
Partnering closely with Service Desk leadership; Supporting Service Desk Team Leads with coaching recommendations and performance improvement initiatives; Proven relationship-building and collaboration skills with team members and business users; Ability to excel in collaborative and distributed team environments
Communication Scope
Excellent communication skills in English (B2 + or higher); Excellent written and verbal communication skills
Process & Methodology
Business Process Management experience
Full Job Description
# **JOB DESCRIPTION** ### The **Service Desk Quality Management Analyst** is responsible for supporting and executing the Quality Management Program for the IT Service Desk organization. This role focuses on continuous improvement initiatives, quality assurance auditing, KPI tracking, reporting, and performance analytics to ensure high-quality customer support delivery. ### The analyst partners closely with Service Desk leadership to identify trends, improve operational performance, support coaching initiatives, and maintain service excellence through data-driven insights and process optimization. ### ### **Key Responsibilities** * ### Execute formal quality assurance processes, ensuring the Service Desk team is meeting standards of quality while supporting the unique business needs of Sysco. * ### Oversee daily operations of quality assurance including auditing phone calls and tickets, tracking and reporting results, and making recommendations for improvement to Service Desk team leads and associates. * ### Coordinate ad-hoc audits to support new Service Desk processes, policies, and initiatives. * ### Serve as point of contact for specialized quality assurance monitoring, reporting, and mentoring for at-risk associates. * ### Build metrics and reporting around IT KPIs within ServiceNow using Performance Analytics. * ### Produce weekly, monthly, quarterly, and annual reporting and dashboards in ServiceNow for organizational consumption and leadership feedback. * ### Provide oversight of escalations, case aging, ticket assignment, case routing, and total ticket ownership. * ### Monitor and report on quality metrics, KPI performance, and operational trends. * ### Support Service Desk Team Leads with coaching recommendations and performance improvement initiatives. * ### Support continuous improvement initiatives across Service Desk operations. * ### Perform additional duties as required. ### ### **Requirements** * ### Bachelor’s Degree in Information Technology, Info
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