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The Quality Analyst will be accountable for maintaining the integrity of Nielsen’s television measurement reference data. This role proactively identifies potential risks to data quality and assists in all required investigations to ensure prompt and accurate resolution of issues, thoroughly processing automated tickets and incoming client support calls.

Job Responsibilities

• Consistently execute day to day processes and policies

• Timely and accurately resolve tickets in Service Now ticketing system according to Standard Operating Procedures (SOP) and Service Level Agreement (SLA) deadlines

• Effectively escalate tickets that cannot be resolved per the SOPs to senior technicians and signal vendors to ensure maximum system availability

• Consistently complete daily Quality Assurance reports according to SOPs

• Notify clients of watermarking errors in their systems

• Communicate effectively with signal vendors and clients to resolve issues and create positive relationships

• Actively contribute to improve processes and documentation

• Work in collaboration with other team members

• Other duties as required

Position Requirements

• Strong communication skills: interpersonal, telephone, email, and virtual interactions

• Willingness to learn new tasks, maintain focus, recall and follow instructions

• Ability to work in a fast paced, high volume environment within time critical deadlines

• Computer literate with knowledge of Google Suite preferred

• Associate or Bachelor degree in IT, Engineering Technology or similar disciplines

• Experience with ServiceNow or other ticketing system highly desirable

• Experience with radio or television broadcast equipment highly desirable

Physical Requirements

• Ability to use a phone or wear a headset

• Ability to use a computer, keyboard and mouse with high-speed internet access

• Work environment is indoors, remote or in a Nielsen office location

• Ability to work an assigned shift schedule which may include holidays and weekends, day, evening or night shifts to match USA time zones