IT Service Quality Analyst

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at

Job description

• Assist in managing the service quality program to ensure consistent and high-quality service delivery.
• Collaborate with regional operational leadership to drive change within their organization and vendor contractors delivering service to Experian's end-users.
• Review support tickets for quality assurance and provide feedback for improvement.
• Identify and implement process and quality improvement plans.
• Develop and promote innovative strategies to maintain a focus on service quality by those delivering the service to our end-users.
• Report on program success and metrics to senior leadership and other interested stakeholders.
• Drive accountability for adherence to quality standards among cross-functional teams by developing and sharing a service quality scoring system that is transparent to all.
• Contribute to performance management discussions and inquiries.
• Respond to escalations by researching in ServiceNow, determining what quality improvements can be made, and documenting them for implementation.
• Foster effective communication and collaboration across and among all support teams.

Qualifications

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

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces 2024 (Fortune Top 25), Great Place To Work in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

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