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, follow-up, 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 quality-related 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 high-quality 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, scenario-based training, and role-play exercises, such as Incident Management Drills, to reinforce service standards.
Training and Development
- Develop training modules, quality guidelines, and role-play 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 decision-making.
- Lead feedback loops to incorporate insights from team members and customers into the QEP’s 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.
- Education: Bachelor’s 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.
- Detail-oriented, with strong organizational and project management skills
Core Competencies
- Customer-Centric Mindset: Focus on understanding and improving the customer journey, emphasizing empathy, responsiveness, and proactive support.
- Analytical and Process-Oriented: Able to analyse complex data sets, monitor trends, and make evidence-based recommendations for improvement.
- Quality-Driven: 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, quality-driven professional with a passion for enhancing customer satisfaction, we invite you to bring your expertise to our team.
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 in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
