Service Quality Analyst (Global People Services)

Global People Services (GPS) delivers HR services across multiple regions, ensuring employees receive consistent, accurate, and timely support at scale. 

The Service Quality Agent (GPS) plays a pivotal role in safeguarding the accuracy, consistency, and usability of the processes and knowledge that GPS Agents rely on. Operating in a dynamic, multi‑region environment, this role requires sound judgement, strong process discipline, and a continuous improvement mindset to elevate employee experience and ensure operational excellence globally.

1. Service Quality Monitoring & Root Cause Analysis

• Analyze service quality metrics—including NPS surveys, service failures, escalations/complaints, and customer insight forums—to identify trends, diagnose gaps, and determine root causes.
• Translate insights into clear, prioritized improvement recommendations.

2. Continuous Improvem...