Service Desk Quality Management Analyst

About the role

The Service Desk Quality Management Analyst supports Sysco’s IT Service Desk by driving continuous improvement, quality assurance, and performance analytics. The role partners with Service Desk leadership to turn data into actionable insights that enhance customer support delivery.

Key responsibilities

• Execute formal quality assurance processes and ensure the Service Desk meets defined quality standards.
• Audit phone calls and tickets, track results, and recommend improvements to team leads and associates.
• Coordinate ad‑hoc audits for new processes, policies, and initiatives.
• Serve as the point of contact for specialized QA monitoring, reporting, and mentoring of at‑risk associates.
• Build metrics and reporting around IT KPIs within ServiceNow using Performance Analytics.
• Produce weekly, monthly, quarterly, and annual dashboards in ServiceNow for leadership consumption.
• Oversee escalations, case aging, ticket assignment, routing, and overall 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.
• Participate in continuous improvement projects across Service Desk operations.

Required profile

• Bachelor’s degree in IT, Information Systems, Business Administration, or related field, or equivalent experience.
• 4+ years in Service Desk operations or IT support.
• 2+ years in quality management, QA auditing, or performance analysis.
• Excellent English communication skills (B2+).
• Availability to work Monday‑Friday, 7:00 AM‑3:30 PM Costa Rica time.

Required skills

• ServiceNow reporting and Performance Analytics.

What we offer

• Opportunity to influence service quality for a global foodservice leader.
• Collaborative environment with focus on data‑driven improvement.