Quality Analyst
Central London (Hybrid working)
Up to £50,000 per annum depending on experience + excellent benefits package
Finance Sector
Open to graduates & entry level candidates
Shirley Parsons is proud to partner with a long-standing client to support the expansion of their Quality team. We are excited to introduce a newly created Quality Analyst opportunity. This role has been established as a result of continued business growth and offers an excellent opportunity for graduates or entry-level professionals with a passion for quality, business improvement, and assurance.
This position of a Quality Analyst, plays an important role in supporting Quality Specialists deploy assurance and improvement initiatives across various divisions to optimise the use of resources and deliver service/system enhancements.
Quality Analyst responsibilities:
* Prepare audit plans, audit packs for the audit team
* Conducting outcome-based QA checks on auditors’ concluded audits to ensure adherence to policies
* Develop Quality Assurance Management Information dashboards and provide feedback to the relevant stakeholders on a regular basis
* Administer Voice of Customer surveys, monitor responses, and escalate where necessary
* Understand and assist in enhancing the customer experience
* Conduct SLA review on internal procedures to provide insights to Quality Specialists on areas that require improvement
* Perform critical analysis of issues identified by staff, including identifying root cause(s), and identifying value-added opportunities for improvement in a timely manner
* Help improve processes and improve best practises
* Ability to manage and analyse complex data sets, define problems, collect data, establish facts, and draw valid conclusions.
* Carry out documentation and policy reviews as needed
* Maintain a thorough understanding of company process and policy requirements
* Facilitate external auditor requests and provide information in timely manner
* Become the Quality Tech ambassador for systems utlised internally
* Support the induction of new hires and ensure the Quality & Business Improvement processes are adopted from the start
Quality Analyst Key personal attributes, competencies & skills:
* Exceptional professionalism
* Customer Centric (internal and external) living service quality ethos
* Attention to detail with the ability to produce Quality reports and dashboards suitable for stakeholders at all levels in the organisation
* Calm and organised, with the ability to work to strict deadlines and manage the completion of multiple duties or tasks simultaneously.
* An analytical and enquiring mind with logical reasoning and the ability to build trust in others.
* A creative approach to problem solving, demonstrating the ability to think outside the box.
* Ability to work independently with minimal supervision and in a team environment.
* Excellent interpersonal and influencing skills
* Excellent written skills to author, develop and present professional written reports.
* Ability to engage others
* Ability to work effectively with virtual teams in different time zones
* Ability to listen effectively to a variety of audiences and interpret and present data succinctly in different formats to evidence understanding.
* Strong customer service skills
* Office 365 confident
* Knowledge working with Atlassian Suite (Jira Service Desk), Asana, Copilot
* Project management experience welcomed