Enterprise Quality Analyst- Permanent (Dublin)
Ergo is seeking an Enterprise Quality Analyst for a permanent position within our Managed Services Business Unit. This pivotal role involves working with leading global clients in the Financial, Pharmaceutical, and Public sectors, driving excellence across our service delivery landscape.
You will be responsible for owning and leading the Transactional Quality Assurance strategy and roadmap, covering short, mid, and long-term objectives. This includes ensuring quality across all layers of service delivery (L1, L2, L3), ITSM processes (including Request, Incident, Problem, Change, Knowledge, Asset, and Release Management), Service Integration and Management (SIAM), and third-party vendor operations.
Acting as a strategic partner, you will champion continuous improvement initiatives that enhance value across people, process, technology, and infrastructure.
This is a hybrid role, based in Dublin 3.
What will you do?
Transactional Quality Leadership
1. Define, own, and execute the Transactional Quality Assurance strategy across all client accounts, covering steady-state operations, inflight transitions, and new project ramp-ups.
2. Design and manage quality frameworks aligned with client-specific KPIs, contractual SLAs/OLAs, and Ergo’s Managed Services standards.
3. Lead quality program governance, reporting, and continual improvement initiatives across ITSM processes, SD (L1-L3), SIAM, and partner/vendor landscapes.
Audit & Performance Management
1. Conduct statistically significant quality audits (≥30% sample) across omnichannel touchpoints (calls, emails, chat, web) to monitor and improve ticket quality.
2. Analyse QA data to identify process gaps, escalate risks, and propose Corrective and Preventive Actions (CAPA).
3. Lead Audit of Auditor (AOA) certification processes, internal QA calibrations, and Gauge R&R sessions to ensure consistency and accuracy.
Training & Knowledge Enablement
1. Collaborate with the Training & Quality (T&Q) Lead and Knowledge Managers to co-develop training content, Process Knowledge Tests (PKTs), and certification pathways.
2. Deliver quality coaching and mentoring for new hires during training and nesting phases; assess training throughput and efficiency.
3. Support continuous enhancement of Ergo’s Learning Management Systems (e.g. ServiceNow Knowledge Base, Kahoot) to reflect evolving process and client requirements.
Stakeholder & Client Engagement
1. Act as the quality ambassador across internal/external teams, building strong partnerships with Trainers, SDMs, TAMs, PMs, KM leads, and client POCs.
2. Present quality insights and recommendations in all WBRs, MBRs, and QBRs.
3. Manage escalations and resource constraints proactively, ensuring timely resolution and stakeholder alignment.
4. Ensure compliance with internal and client audit standards (e.g. ISO 9001, ISMS 27001, SOC 2, GDPR) through proactive assessments and risk mitigation planning.
5. Monitor and improve critical metrics (QA%, CSAT%, FCR/FCF%, AOA accuracy, PKT pass rates, License to Operate).
6. Identify and drive Continual Service Improvement (CSI) initiatives across people, processes, tools, infrastructure, and financial impact areas.
Reporting, Analytics & Governance
1. Drive analytics-led quality improvements by leveraging tools such as ServiceNow Power Analytics, Microsoft BI, Tableau, and LMS dashboards. Translate QA data into actionable insights and improvement roadmaps.
2. Contribute to workforce management planning, driving optimal resource utilisation in line with contractual obligations and local labour regulations.
Thought Leadership & External Engagement
1. Represent Ergo in external forums, webinars, and quality-focused communities; bring back learnings and integrate best practices into operations.
2. Stay current on emerging quality and training technologies to shape Ergo’s future fit quality strategy.
What do you need?
1. Minimum 1 year of experience in a Quality Analyst role with previous experience in Managed Services environments.
2. Previous experience working with IT Support and familiarity with ticket systems (Service Now).
3. Strong understanding of IT infrastructure technologies is desirable (End-user support, Networking, Microsoft technologies, Security tools, etc).
4. Proficiency in Microsoft tools: Excel, PowerPoint, Word, Visio, SharePoint, Projects, Teams.
5. Bachelor’s degree in Computer Science, IT, Engineering, or a related field (required).
6. Relevant technical certifications: ITIL, Lean Six Sigma, Project Management.
7. Data analysis skills using Excel, Power BI, Tableau, ServiceNow dashboards/reports.
8. Strong client-facing and attention to detail skills.
9. Solid problem-solving, RCA, and critical thinking skills with clear written and verbal communication in English.
Healthcare Cover, Pension, Life Assurance, Income Protection Plan, Flexible Working, Paid Leave, Exams Bonuses & Study Leave, Employee Wellbeing Programme, Committees & Social Clubs and more!
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