Internship - IT Service Quality

4 days ago

Cyberjaya, Selangor, Malaysia Experian Marketing Services (Malaysia) Sdn Bhd Full time

Job Summary: The 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. The ideal candidate will have strong analytical skills, excellent communication abilities, and a passion for continuous improvement.

Key Responsibilities:

  • 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.

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