Service Quality Analyst (Global People Services)

Company Description

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.

Description

Global People Services (GPS) delivers HR services across multiple regions, ensuring employees receive consistent, accurate, and timely support at scale.

• Analyze service quality metrics-including NPS surveys, service failures, escalations/complaints, and customer insight forums-to identify trends, diagnose gaps, and determine root causes.
• Translate insights into clear, prioritized improvement recommendations.

• Partner with the relevant teams to address identified issues:
  • Service Delivery: training needs, communication tone/voice, SOP corrections
  • Process Improvement Lead: process design, requirement gathering, and implementation support
  • Knowledge Management: direct updates to global knowledge content
• Ensure timely closure and tracking of improvement actions.

• Maintain governance of global knowledge content, including myHR articles and virtual agent content.
• Ensure knowledge resources are accurate, up‑to‑date, compliant, and easy for GPS Agents to understand and apply.
• Audit content regularly to drive consistency and reduce service failure.

• Identify opportunities to harmonize knowledge and service practices across regions.
• Work closely with regional teams to drive global alignment and ensure adoption of standard operating procedures.
• Promote best practices and ensure scalability across diverse markets.

• Communicate service improvements, updates, and knowledge changes to relevant stakeholder groups.
• Support change management efforts for process updates, knowledge releases, and service enhancements.

• Generate reporting from myHR to support service performance reviews and operational governance.
• Provide data‑driven insights to influence decision‑making and prioritization of improvement initiatives.

• Experience in HR operations, service delivery, or shared services environments.
• Strong analytical skills with the ability to interpret data and identify trends.
• Demonstrated attention to detail and high standards of accuracy.
• Excellent communication skills, with the ability to explain complex issues simply.
• Ability to navigate ambiguity and operate in a fast‑paced, multi‑region setting.
• Experience in knowledge management or content governance.
• Exposure to continuous improvement methodologies (Lean, Six Sigma, etc.).
• Working knowledge of HR systems (e.g., myHR, case management tools).