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 skills
• Experience with continuous improvement methodologies (Lean, Six Sigma)
• Process mapping and workflow optimisation
• Change‑management capability
• Proficiency in tools like Excel, Power BI, Minitab, Visio, or similar
• Excellent 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 trends
• Translate insights into actionable improvement opportunities, partnering with Service Delivery, CI and Transition teams to address recurring issues
• Monitoring service performance post-transition to ensure stability, quality and adherence to agreed service standards
• Support 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.

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, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

• 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 manages
• Experience in a HR Shared Services Delivery Center environment would be an added advantage
• Advanced English Language
• Knowledge of Oracle an added advantage
• Systematic 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.