Senior IT Service Quality Analyst

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Description

What you'll do:

The Senior 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.

You will report to the Global IT Service Quality Manager.

Summary of Primary Responsibilities:

• Drive a global service quality program to ensure consistent, high‑quality end‑user support.

• Partner with regional operations and vendor teams to improve service outcomes.

• Conduct quality reviews of support tickets and provide actionable feedback.

• Identify and implement process improvements to elevate service performance.

• Develop and champion innovative approaches to strengthen service quality culture.

• Act as the central point of coordination for service quality topics across teams. Translate quality findings into clear improvement actions for regional leads and teams.

• Develop and maintain shared playbooks, quality guidelines.

• Track, analyze, and report service quality metrics to senior leadership. Present clear insights to support decisions on tooling, training investment, performance, and process automation.

• Correlate quality findings with operational metrics such as FCR, CSAT/NPS, reopens, and SLA breaches.

• Partner with service owners to implement process changes that reduce repeat incidents and escalations.

• Establish transparency and accountability through a shared service quality scoring framework.

• Promote strong collaboration and communication across cross‑functional support teams.

Qualifications

What you will bring:

• 5+ years' experience in IT Service Management, End User Services, Help Desk Quality, or ITSM governance.

• Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience).

• Proven background in service quality management within a digital workplace or IT support environment.

• Strong understanding of ITIL or similar service management frameworks.

• Experience with quality audits, KPI tracking, call listening, and performance management.

• Strong analytical skills, including basic use of Power BI or similar reporting tools.

• Strong stakeholder engagement.

It will be considered as an advantage if you also have:

• Experience with Lean, Six Sigma, or continuous improvement methodologies.

Additional Information

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.

• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.

• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!

• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.

• Opportunity for Flexible working hours and Home Office.

Experian is an Equal opportunity employer. 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.

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Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here