Internship - IT Service Quality

Job Summary: The IT Service Quality Intern will support the Digital Workplace Enablement team by ensuring the highest standards of service quality across our service desk, field support teams, and other support functions. This role involves reviewing ticket quality, identifying and implementing process and quality improvement plans, and developing strategies to maintain a focus on service quality. The ideal candidate will have strong analytical skills, excellent communication abilities, and a passion for continuous improvement.

Key Responsibilities:

• 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

• Bachelor’s degree in Business Administration, Information Technology, or a related field.

• Proven experience in service quality management, preferably within a digital workplace or IT support environment.

• Strong analytical skills with the ability to interpret data and make informed decisions.

• Excellent communication and interpersonal skills.

• Ability to drive change and influence others without direct authority.

• Experience with performance management and employee development.

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. 

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

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