Assist in managing the service quality program to ensure consistent and high-quality service delivery.
Collaborate with regional operational leadership to drive change within their organization and vendor contractors delivering service to Experian's end-users.
Review support tickets for quality assurance and provide feedback for improvement.
Identify and implement process and quality improvement plans.
Develop and promote innovative strategies to maintain a focus on service quality by those delivering the service to our end-users.
Report on program success and metrics to senior leadership and other interested stakeholders.
Drive accountability for adherence to quality standards among cross-functional teams by developing and sharing a service quality scoring system that is transparent to all.
Contribute to performance management discussions and inquiries.
Respond to escalations by researching in ServiceNow, determining what quality improvements can be made, and documenting them for implementation.
Foster effective communication and collaboration across and among all support teams.