Shirley Parsons
Quality Analyst
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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 utilised internally
- Support the induction of new hires and ensure the Quality & Business Improvement processes are adopted from the start
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Quality Analyst Key personal attributes, competencies & skills:
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- 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
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