IT Service Quality Analyst

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 e...