Digital Service Quality Analyst (Web Support L2/L3)
publiée le 5/11/2026 11:51:37 PM
At Cyclad, we are currently looking for a Digital Service Quality Analyst to join a dynamic and innovative environment within a major international client. Your main objective will be to ensure optimal service quality for agents, clients, and prospects across digital platforms (Google My Business). Key Responsibilities - Provide Level 2/3 support on web-related user requests - Analyze and resolve complex incidents and issues - Propose workarounds when necessary - Coordinate with tribes, squads, and partners - Contribute to incident management and communicate within 30 minutes SLA - Participate in post-mortems and action plans - Monitor and improve Service Quality KPIs (QoS) - Enrich and maintain the knowledge base - Support continuous improvement initiatives, including shift-left strategies Your Profile - Junior or experienced profile with strong autonomy - Background in digital / web / e-business environments - Experience in L2/L3 support and incident management - Strong analytical skills and customer-oriented mindset - Good level of English (incident calls & communication) Tech Stack ServiceNow, Jira, Piano Analytics, Dynatrace, ELK, OSIA Interested? Apply now or send your CV to: Fej@cyclad.ma Morocco – 100% Onsite
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