Senior IT Service Quality Analyst (ITSM)

TL;DR

Senior IT Service Quality Analyst (ITSM): Ensuring high standards of service quality across service desk and field support teams with an accent on ticket quality reviews and process improvement. Focus on correlating quality findings with operational metrics like CSAT and NPS to drive global service quality programs.

Location: Hybrid in Sofia, Bulgaria

Company

hirify.global is a global data and technology company that provides critical information and services to businesses and individuals across various markets worldwide.

What you will do

• Drive a global service quality program to ensure consistent, high-quality end-user support.
• Conduct detailed quality reviews of support tickets and provide actionable feedback to teams.
• Identify and implement process improvements to elevate overall service performance.
• Track, analyze, and report service quality metrics (FCR, CSAT/NPS, SLA) to senior leadership.
• Develop and maintain shared playbooks and quality guidelines for global teams.
• Collaborate with regional operations and vendor teams to improve service outcomes.

Requirements

• 5+ years of experience in IT Service Management (ITSM), End User Services, or Help Desk Quality.
• Strong understanding of ITIL or similar service management frameworks.
• Proven experience with quality audits, KPI tracking, and performance management.
• Basic proficiency in Power BI or similar reporting tools.
• Bachelor's degree in IT, Business Administration, or a related field.
• Must be based in or able to work in a hybrid setup in Sofia, Bulgaria.

Nice to have

• Experience with Lean, Six Sigma, or other continuous improvement methodologies.

Culture & Benefits

• Inclusive and purpose-driven culture, recognized as one of the World's Best Workplaces 2025.
• Opportunity to work within a massive global team across 32 countries.
• Commitment to diversity as an Equal Opportunity and Affirmative Action employer.
• Dynamic environment focused on unlocking the power of data through advanced technology.