Lead Quality Experience Analyst
Core
Senior analyst monitoring, analyzing, and improving the quality of support services to enhance user and customer satisfaction.
Role type
Senior Quality Experience Analyst (hybrid Business Analyst/Quality Assurance)
Builds
Quality control measures, training modules, dashboards, and reporting mechanisms for the Unified Support – Service Ops team.
Domain
Enterprise software support operations and customer experience management
Deliverable
dashboards & analysis
Required skills
Quality auditing, SLA/KPI management, data analysis, training module design, process documentation, knowledge base management, ITIL methodologies, ticketing tools (ServiceNow/Jira), Microsoft 365 (Excel, Word, PowerPoint, Teams, SharePoint)
Preferred skills
Cloud computing services knowledge, localization experience (Japanese), experience with medium to large scale quality programs
Responsibilities
Perform regular audits of support cases to assess adherence to SLAs and quality standards; Collect, analyze, and interpret customer feedback and CSAT scores to provide actionable recommendations; Design and deliver training sessions and quality guidelines; Maintain and update process documentation and Knowledge Base Articles.
Seniority
Senior, hands-on IC