Quality Experience Analyst QEA - Unified Support
Quality Experience Analyst QEA - Unified Support
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Job Description
The Quality Experience Analyst (QEA) will play a pivotal role in the Quality Experience Program (QEP) a strategic initiative aimed at enhancing user and customer satisfaction by monitoring analysing and improving the quality of our support services. As a hybrid between a Business Analyst (BA) and Quality Assurance (QA) professional the QEA will be responsible for evaluating service processes ensuring adherence to SLAs KPIs and quality standards and identifying improvement opportunities through structured data analysis and feedback. The QEA will collaborate closely with the support team and stakeholders to develop and implement best practices training modules and quality control measures that drive an exceptional customer experience. The QEA will be working as part of the Unified Support Service Ops Talent & Enablement team.
Key Responsibilities:
Quality Monitoring and Auditing
- Conduct regular audits of support cases to evaluate adherence to SLAs KPIs and service standards.
- Assess service quality factors including empathy professionalism followup and case resolution processes to identify areas for improvement.
- Review case interactions document findings and report on trends that impact customer satisfaction and service quality.
Data Analysis and Reporting
- Collect analyse and interpret customer feedback CSAT (Customer Satisfaction) scores smiley cases and other qualityrelated metrics to provide actionable insights.
- Develop dashboards and reporting tools to track and communicate quality performance metrics to stakeholders.
- Collaborate with data teams to refine analytical methods and maintain accurate records for continuous monitoring.
Process Improvement
- Work with process owners and support teams to identify opportunities to streamline workflows eliminate inefficiencies and ensure consistent delivery of highquality service.
- Facilitate root cause analysis on recurring service issues providing recommendations for corrective actions and process enhancements.
- Lead continual service improvement efforts by conducting drills scenariobased training and roleplay exercises such as Incident Management Drills to reinforce service standards.
Training and Development
- Develop training modules quality guidelines and roleplay scenarios that emphasize best practices in customer engagement empathy and case resolution.
- Facilitate onboarding and ongoing training sessions for support staff to strengthen process adherence and service quality.
- Collaborate with team leaders and trainers to ensure continuous improvement of training materials and alignment with evolving customer needs.
Stakeholder Collaboration
- Act as a liaison between the support QA and Customer Success teams to ensure quality standards are integrated across the organization.
- Provide regular updates insights and recommendations to the Director of Strategic Initiatives and key stakeholders to support strategic decisionmaking.
- Lead feedback loops to incorporate insights from team members and customers into the QEPs continuous improvement processes.
Documentation and Knowledge Management
- Maintain and update documentation including process guidelines quality standards and training materials to ensure consistency and clarity across the team.
- Develop and manage knowledge bases (KBA) and scenarios to support consistent quality in case handling and facilitate knowledge sharing among support staff.
Qualifications :
- Education: Bachelors degree in business administration Information Systems Customer Service Management or a related field. Relevant certifications (e.g. Six Sigma Lean ITIL) are a plus.
- Experience:
- 3 years of experience in Quality Assurance Business Analysis or a similar role within a customer support or service environment.
- Proven track record in quality auditing service improvement and/or customer satisfaction programs.
- Technical Skills:
- Proficiency with data analysis and reporting tools (e.g. Power BI Excel SQL).
- Experience with CRM systems (e.g. Salesforce ServiceNow) and knowledge management platforms.
- Soft Skills:
- Strong analytical skills with the ability to interpret data and extract actionable insights.
- Excellent communication and interpersonal skills with a focus on empathy and customer engagement.
- Detailoriented with strong organizational and project management skills
Core Competencies
- CustomerCentric Mindset: Focus on understanding and improving the customer journey emphasizing empathy responsiveness and proactive support.
- Analytical and ProcessOriented: Able to analyse complex data sets monitor trends and make evidencebased recommendations for improvement.
- QualityDriven: Committed to maintaining high standards in service delivery ensuring consistent adherence to SLAs KPIs and quality benchmarks.
- Continuous Improvement: Proactively identifies opportunities for service improvement fosters a culture of learning and actively participates in process enhancements.
Why Join Us
This role offers a unique opportunity to make a meaningful impact on our customers experience by leading quality initiatives and fostering a culture of continuous improvement. If you are a proactive qualitydriven professional with a passion for enhancing customer satisfaction we invite you to bring your expertise to our team.
Additional Information :
We believe that coming together as a community in person is important for innovation connection and fostering a sense of belonging. Our roles have the right balance of remote and inoffice working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
