IT Service Quality Analyst

TL;DR

IT Service Quality Analyst (ITSM): Managing the service quality program to ensure consistent and high-quality service delivery for end-users with an accent on ticket quality assurance and process improvement. Focus on developing service quality scoring systems, driving accountability across cross-functional teams, and implementing quality improvement plans.

Location: Hybrid in Cyberjaya, Malaysia

Company

Global data and technology company specializing in analytics and software for financial services, healthcare, and automotive markets.

What you will do

• Manage the service quality program to ensure consistent and high-quality service delivery.
• Review support tickets for quality assurance and provide actionable feedback for improvement.
• Collaborate with regional operational leadership and vendors to drive organizational change.
• Develop and promote a transparent service quality scoring system to drive accountability.
• Identify, implement, and report on process and quality improvement plans to senior leadership.
• Research and resolve escalations using ServiceNow to document and implement quality fixes.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience in service quality management, preferably within IT support or digital workplace environments.
• Strong analytical skills with the ability to interpret data for informed decision-making.
• Excellent communication and interpersonal skills to influence others without direct authority.
• Experience with performance management and employee development.

Culture & Benefits

• Award-winning people-first approach, recognized as one of the World's Best Workplaces 2024.
• Strong commitment to DEI, authenticity, and inclusive collaboration.
• Focus on work-life balance, wellness, and professional development.
• Competitive reward and recognition programs.
• Culture that celebrates diversity across gender, ethnicity, religion, and physical ability.