Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
The Senior IT Service Quality Analyst will support the Digital Workplace Enablement team by ensuring the highest standards of service quality across our service desk, field support teams, and other support functions. This role involves reviewing ticket quality, identifying and implementing process and quality improvement plans, and developing strategies to maintain a focus on service quality.
You will report to the Global IT Service Quality Manager.
Summary of Primary Responsibilities:
Drive a global service quality program to ensure consistent, high‑quality end‑user support.
Partner with regional operations and vendor teams to improve service outcomes.
Conduct quality reviews of support tickets and provide actionable feedback.
Identify and implement process improvements to elevate service performance.
Develop and champion innovative approaches to strengthen service quality culture.
Act as the central point of coordination for service quality topics across teams. Translate quality findings into clear improvement actions for regional leads and teams.
Develop and maintain shared playbooks, quality guidelines.
Track, analyze, and report service quality metrics to senior leadership. Present clear insights to support decisions on tooling, training investment, performance, and process automation.
Correlate quality findings with operational metrics such as FCR, CSAT/NPS, reopens, and SLA breaches.
Partner with service owners to implement process changes that reduce repeat incidents and escalations.
Establish transparency and accountability through a shared service quality scoring framework.
Promote strong collaboration and communication across cross‑functional support teams.
What you will bring:
5+ years' experience in IT Service Management, End User Services, Help Desk Quality, or ITSM governance.
Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience).
Proven background in service quality management within a digital workplace or IT support environment.
Strong understanding of ITIL or similar service management frameworks.
Experience with quality audits, KPI tracking, call listening, and performance management.
Strong analytical skills, including basic use of Power BI or similar reporting tools.
Strong stakeholder engagement.
It will be considered as an advantage if you also have:
Experience with Lean, Six Sigma, or continuous improvement methodologies.
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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