Lead Quality Experience Analyst

Job description

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. Key Responsibilities Quality Monitoring & Auditing 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. Data Analysis & Reporting 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. Training & Development 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. Documentation & Knowledge Management 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. 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. Localization: Experience working with Japanese stakeholders and localizing content to Japanese (preferred). At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues. 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. If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS. 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, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge. At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. 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. 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. 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 the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference. If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.