IT Service Quality Analyst
- Cyberjaya, Selangor
- Tetap
- Sepenuh masa
- 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.
- 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.