Quality Assurance Analyst

Overview: A Quality Assurance Analyst will be responsible for ensuring the compliance of services provided by Colleague Services towers. This role involves analysing survey responses, auditing ticketing activity and providing insights to improve service compliance. This role will work closely with various teams to identify areas for improvement and implement associated control measures.

Key Accountabilities:

• Identify and self-drive continuous improvement initiatives to improve customer experience.
• Carry out remote reviews by listening to agent calls and assessing agents’ compliance and performance against service standards.
• Perform tickets, calls and chat auditing for Colleague Services towers Coordinate the onboarding process for new starters and ongoing assessment against agreed testing framework [IC1] [RS2]
• Provide Front desk agent and Tech-bar Engineer feedback based on audit activities to advise individuals performance reviews and development plans
• Review and update training, SOP and policy documentation to ensure they reflect business needs
• Conduct independent root cause analysis for customer experience and provide feedback to relevant collaborators
• Analyse, Audit open and closed bounced tickets for the team.
• Identify and report bugs in the ServiceNow tool and test corrections in UAT.
• Analyse survey responses and share insights with customers.
• Prepare and share Weekly Status Reports (WSR) for Colleague Services towers.
• Perform ad hoc audits on the overall service and produce comprehensive reports. detailing findings and recommending actionable improvements.
• Enforce and comply to LSEG's internal and external regulatory procedures.
• Develop a culture of continuous improvement, identifying inefficiencies and suggesting improvements to products and processes.
• Supervise Customer satisfaction scores, survey response rate and audit compliance rates.

Crucial Skills:

• Validated experience of 3 – 5 years in IT infrastructure support (Preferably in end user computing) auditing and analysis.
• Strong analytical skills and attention to detail.
• Ability to work independently and prioritise multiple tasks efficiently.
• Excellent communication and reporting skills.

Education and Professional Skills:

• Bachelor's degree or equivalent experience in a relevant field such as Business Administration, Information Technology, or a related field.
• Professional certifications in related IT service management practices (e.g., ITIL) are a plus.
• Proficiency in using ticketing and management tools.
• Strong problem-solving skills and the ability to think critically.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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