Service Quality Analyst (Global People Services)

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Description

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 Improvement & Issue Resolution

• Partner with the relevant teams to address identified issues:

  • Service Delivery: training needs, communication tone/voice, SOP corrections
  • Process Improvement Lead: process design, requirement gathering, and implementation support
  • Knowledge Management: direct updates to global knowledge content

• Ensure timely closure and tracking of improvement actions.

3. Knowledge Governance & Content Accuracy

• Maintain governance of global knowledge content, including myHR articles and virtual agent content.

• Ensure knowledge resources are accurate, up‑to‑date, compliant, and easy for GPS Agents to understand and apply.

• Audit content regularly to drive consistency and reduce service failure.

4. Global Alignment & Standardization

• Identify opportunities to harmonize knowledge and service practices across regions.

• Work closely with regional teams to drive global alignment and ensure adoption of standard operating procedures.

• Promote best practices and ensure scalability across diverse markets.

5. Stakeholder Communication & Change Support

• Communicate service improvements, updates, and knowledge changes to relevant stakeholder groups.

• Support change management efforts for process updates, knowledge releases, and service enhancements.

6. Reporting & Performance Insights

• Generate reporting from myHR to support service performance reviews and operational governance.

• Provide data‑driven insights to influence decision‑making and prioritization of improvement initiatives.

Qualifications

• Experience in HR operations, service delivery, or shared services environments.

• Strong analytical skills with the ability to interpret data and identify trends.

• Demonstrated attention to detail and high standards of accuracy.

• Excellent communication skills, with the ability to explain complex issues simply.

• Ability to navigate ambiguity and operate in a fast‑paced, multi‑region setting.

• Experience in knowledge management or content governance.

• Exposure to continuous improvement methodologies (Lean, Six Sigma, etc.).

• Working knowledge of HR systems (e.g., myHR, case management tools).

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. 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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