IT Service Quality Analyst

Experian Asia Pacific; Cyberjaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global data and technology company in Cyberjaya is seeking a Service Quality Manager to ensure high-quality service delivery. Responsibilities include managing service quality programs, collaborating with leadership, and driving accountability. The ideal candidate holds a Bachelor's degree and has experience in service quality management, with strong analytical and communication skills. Join a leading firm celebrated for its people-first culture.

Benefits

Work/life balance

Employee development programs

Recognition and rewards

Diversity and inclusion initiatives

Qualifications

• Proven experience in service quality management within a digital workplace or IT support environment.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience with performance management and employee development.

Responsibilities

• Assist in managing the service quality program for high-quality service delivery.
• Collaborate with regional leadership to drive change within the organization.
• Review support tickets for feedback and improvement.
• Identify and implement quality improvement plans.
• Report on program success to senior leadership.

Skills

Service quality management

Analytical skills

Communication skills

Influencing skills

Education

Bachelor's degree in Business Administration, Information Technology, or a related field

Job description

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

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 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.

Qualifications

• 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.

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 Affimative 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.

Experian Careers - Creating a better tomorrow together

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