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About the Role
The Senior Quality Experience Analyst (QEA) will enhance user and customer satisfaction by monitoring, analyzing, and improving the quality of support services. This role involves evaluating service processes, ensuring adherence to SLAs, KPIs, and quality standards, and identifying improvement opportunities.
Responsibilities
- Perform regular audits of support cases to assess adherence to SLAs, KPIs, and established service quality standards.
- Evaluate key service quality attributes such as empathy, professionalism, followup, and resolution practices and identify improvement opportunities.
- Review interactions and documentation, generate quality insights, and report trends that impact customer satisfaction and overall service excellence.
- Support internal and external audit requirements.
- Collect, analyze, and interpret customer feedback, CSAT scores, smiley cases, and other quality-related data to provide actionable recommendations.
- Develop dashboards and reporting mechanisms to communicate quality performance metrics to leadership and relevant stakeholders.
- Collaborate with data teams to enhance analytical methods and ensure accuracy and consistency of quality monitoring datasets.
- Design and develop training modules, quality guidelines, and roleplay scenarios that highlight best practices in customer engagement and case resolution.
- Deliver onboarding and ongoing training sessions to enhance process adherence and service consistency across the support organization.
- Work collaboratively with Unified Support – Training and Quality Experience team to continuously refine training content based on evolving customer and operational needs.
- Maintain and continuously update process documentation, quality standards, and training materials to ensure clarity and consistency across teams.
- Develop, manage, and enhance Knowledge Base Articles (KBAs), Runbooks and case handling scenarios specific to managed customer base to support knowledge-sharing and ensure uniformity in service delivery and localization as and when required.
Requirements
- 3+ years in IT/Software support or services across quality assurance, or business analysis.
- Experience in managing medium to large scale quality auditing, service improvement, and/or customer satisfaction programs.
- Ability to manage multiple tasks simultaneously.
- Demonstrable knowledge of cloud computing services or IT service management methodologies and best practices (preferably via ITIL).
- Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool.
- Microsoft 365 proficiency: Excel & Word (advanced); PowerPoint, Teams, SharePoint; basic MS Project.
- English fluency with Strong communication and presentation skills.
Skills
- Quality Assurance
- Business Analysis
- Service Level Agreements (SLAs)
- Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Data Analysis
- Reporting
- Training Module Development
- Knowledge Base Management
- ITIL
- ServiceNow
- Jira Service Desk
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Teams
- Microsoft SharePoint
- Microsoft Project
Work Type
- Hybrid
Experience Level
- Senior
About the Company
- IFS is a billion-dollar revenue company with 7000+ employees on all continents.
- Our leading AI technology is the backbone of our award-winning enterprise software solutions.
- We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
- We celebrate diversity and understand our responsibility to reflect the diverse world we work in.
- We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities.
- By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
- We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.
- With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.
Equal Opportunity
- We celebrate diversity and understand our responsibility to reflect the diverse world we work in.
- We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities.
- As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.