About this role
The Service Quality Analyst plays a critical role in strengthening service quality, employee experience, and operational effectiveness across Global People Services (GPS) as the organization continues to expand.
You will be responsible for analyzing service performance, employee feedback, and operational data to identify root causes of service issues and drive targeted improvements. Working closely with Service Delivery, Transition, Continuous Improvement, and People Technology teams, the role ensures insights are translated into practical actions that improve service consistency, reduce failure demand, and support the scalability of People Services model.
Skills Required
Strong analytical and data‑interpretation skillsExperience with continuous improvement methodologies (Lean, Six Sigma)Process mapping and workflow optimisationChange‑management capabilityProficiency in tools like Excel, Power BI, Minitab, Visio, or similarExcellent communication and stakeholder management
Work that matters - What you’ll be doing
Analyze service quality data including NPS results, escalations, complaints, service failures, and customer insight forums to identify root causes and trendsTranslate insights into actionable improvement opportunities, partnering with Service Delivery, CI and Transition teams to address recurring issuesMonitoring service performance post-transition to ensure stability, quality and adherence to agreed service standardsSupport continuous improvement cycle by tracking effectiveness of interventions such as training, knowledge updates, or process changes.Produce regular reporting and insights from myHR/ServiceNow to support service reviews, prioritization and decision making.
2+ years of work experience in HR related roles like HR operations, shared services, service quality, or analytics roles within a complex or global environment.Be passionate and proud of delivering a great customer experience -delighting our employees and managesExperience in a HR Shared Services Delivery Center environment would be an added advantageAdvanced English LanguageKnowledge of Oracle an added advantageSystematic with the ability to initiate process improvements and challenge current practices and bring the necessary support to its partners 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.