Service Quality Analyst (Global People Services)
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Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
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 multiregion 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 metricsincluding NPS surveys service failures escalations/complaints and customer insight forumsto 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 uptodate 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 datadriven insights to influence decisionmaking 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 fastpaced multiregion 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. Experians 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. Experians people first approach is award-winning; Worlds 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 Experians 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
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Gas Chromatography
- Laboratory Experience
- Archival Standards
- ELISA
- Test Cases
- Analytical Chemistry
- Quality Assurance
- Spectroscopy
- Quality Control
- cGMP
- Selenium
- Western Blot
About Company
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, ... View more
