About the Role
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...
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