IT Service Quality Specialist

Position Summary:

The IT Service Quality Specialist is responsible for improving customer experience of enterprise services by integrating customer feedback, case management insights, and knowledge practices into daily service operations. This role designs and supports voiceofcustomer activities such as surveys, focus groups, and direct feedback sessions, and partners with service teams to analyze results and manage followup for negative or lowsatisfaction cases. Working closely with service owners and support teams, the specialist helps strengthen communication, usability, and consistency across service interactions while ensuring knowledge is captured and reused to address recurring issues. Through handson analysis, customer advocacy, and crossfunctional collaboration, this role drives measurable improvements in satisfaction, resolution effectiveness, and overall service experience.

Minimum Qualifications:

• Bachelor's degree in information systems, Business, Communications, User Experience, or a related field required, or equivalent combination of education and experience.
• ITIL v4 or later certification required, with demonstrated experience applying service management principles in an enterprise environment.
• Knowledge Centered Service (KCS) certification or demonstrated experience implementing KCS practices strongly preferred.
• 4-6 years of experience in service management, customer experience, knowledge management, digital experience, or related enterprise roles.
• Demonstrated experience designing or improving service experiences, knowledge practices, or customer feedback mechanisms across multiple services or functions.
• Experience working with case management systems, knowledge platforms, service portals, or digital experience tools.
• Strong analytical skills with the ability to interpret service, experience, and knowledge data to drive decisions.
• Proven ability to influence, coach, and enable teams without formal authority.
• Experience facilitating cross functional workshops, improvement initiatives, or governance forums.
• Strong documentation and content design skills, including process flows, standards, knowledge articles, and experience insights.
• Familiarity with change enablement and adoption practices. Proficient in common productivity and collaboration tools (e.g., Microsoft 365, collaboration boards, diagramming or workflow tools).
• Excellent written and verbal communication skills, with the ability to translate between technical and nontechnical audiences.
• Demonstrated ability to work independently with flexibility in managing daily priorities while collaborating across teams.
• Demonstrated ability to work independently with flexibility in managing daily priorities while collaborating across teams.

Job Responsibilities:

• Design, implement, and manage voice of customer mechanisms including surveys, feedback loops, and qualitative insights.
• Consolidate and analyze service experience, case, and feedback data to produce actionable insights and experience metrics.
• Communicate trends, insights, and recommendations to leaders and service teams to inform prioritization and improvement decisions.
• Ensure experience metrics and customer feedback are embedded into service governance and continuous improvement practices.
• Partner with service teams to strengthen case management practices, consistency, and workflows that support effective resolution and positive experiences.
• Align knowledge management, case handling, and service experience practices to reduce rework, handoffs, and time to resolution.
• Support service teams in adopting consistent standards for communication, escalation, and customer engagement.
• Shape and continuously improve the end-to-end experience of enterprise services across digital and human assisted channels.
• Analyze service interactions, journeys, and touchpoints to identify experience gaps, friction, and opportunities for improvement.
• Partner with service owners and stakeholders to align service design, communication, and usability with business needs and user expectations.
• Advocate for the customer experience while balancing operational efficiency, scalability, and service standards.
• Establish and lead an enterprise Knowledge Centered Service (KCS) approach that embeds knowledge creation and improvement into everyday service work.
• Define and maintain knowledge standards, taxonomy, governance, and quality measures to ensure content is accurate, usable, and findable.
• Partner with service delivery, support, and product teams to integrate knowledge capture and reuse directly into case management and service workflows.
• Coach and enable knowledge contributors and knowledge coaches to improve writing quality, reuse rates, and continuous improvement behaviors.
• Use knowledge analytics to identify gaps, improve content effectiveness, and increase successful self-service and assisted resolution.
• Serve as a liaison between business stakeholders, shared services teams, digital transformation partners, and technology platforms.
• Facilitate workshops, working sessions, and improvement initiatives focused on service experience and knowledge maturity.
• Support change enablement activities including communication, training approaches, and adoption reinforcement tied to service and knowledge improvements.
• Influence outcomes through collaboration and expertise without direct ownership of delivery teams.
• Establish and support governance processes related to knowledge quality, service experience standards, and adoption.
• Track outcomes, risks, and improvement progress across multiple services and workstreams.
• Recommend and implement enhancements to tools, processes, and practices that improve service usability, satisfaction, and learning.
• Monitor competitive and industry trends related to digital experience, customer experience, and knowledge management to inform evolution of practices.