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