IT Service Quality Analyst (Help Desk)

Description

Job Summary: We are seeking a professional to monitor and evaluate service quality, identify improvements, and ensure compliance with organizational standards. Key Highlights: 1. Monitor and evaluate service quality 2. Collaborate on quality improvement initiatives 3. Analyze customer feedback and trends Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Duties** * Monitor and evaluate the quality of service delivered by the organization, ensuring compliance with established standards and procedures. * Conduct periodic audits and evaluations of service interactions, including phone calls, emails, and in-person interactions. * Identify areas for service delivery improvement and develop recommendations to enhance processes. * Collaborate with cross-functional teams to implement quality improvement initiatives. * Analyze customer feedback and complaints to identify trends and areas of concern. * Develop and maintain quality control documentation, including policies, procedures, and training materials. * Provide training and guidance to staff members to ensure consistent delivery of high-quality service. * Stay up to date with industry best practices and trends in service quality management. * Prepare and present service quality metrics reports to management. **Requirements and Qualifications** Professionals with degrees in Systems, Administration, or related fields. * Years of experience? 2 * Required technologies: ITMS, HELIX, SERVICE NOW, UCONTACT * Certifications: ITIL (DESIRABLE) Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are exactly what you’re looking for. Come and let’s build a better future—together!