Lead Quality Experience Analyst

The Senior 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 Senior 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 Senior 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 Senior QEA will be working as part of the Unified Support – Service Ops team.

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

Nice to have

Experience working with Japanese stakeholders and localizing content to Japanese