Quality Analyst

Quality Analyst

The role of a Quality Analyst is to drive forward improvement activities as defined by the department head which could relate to:

Customer Experience and loyalty

Service Delivery productivity and efficiency

Account quality improvements

Quality of service and service assurance

The initiation and progress of internal agreements

The end-to-end management of document signature

Other projects as defined by the department head

Key Responsibilities :

• Analyzing operational information (customer feedback, service performance KPIs, problems, issues etc.) to proactively identify improvement opportunities to working practices and services;
• Lead/ facilitate improvement initiatives improving service delivery, customer experience and efficiency, utilizing standard Continuous Service Improvement process and related tools
• Work closely with the service and account management community to develop direct relationships to drive quality initiatives
• Apply Atos defined standards, methods and tools in an appropriate and effective way;
• Produce consistently high standards of documentation using the required standards, methodology and tools;
• Work alone or as part of a team analyzing underlying issues from investigations and proposes solutions/options for resolution/improvement;
• Consult with specialists such as software development, service support and other technical and process specialist areas as appropriate and when directed
• Support management with the development of departmental and organization strategic plans.

Skills we can't do without

• Able to quickly assimilate, interpret and summarize data
• Able to find creative and innovative solutions to problems
• Able to articulate difficult concepts in simple terms
• Highly motivated and delivery focused
• Able to work independently with minimal supervision
• Strong communication and interpersonal skills
• Able to influence and negotiate
• Tenacity to overcome obstacles and setbacks
• Willingness to travel occasionally
• Able to pick up new tools and concepts quickly

Desirable skills:

• Experience in delivering either Quality / Service Delivery / Project Management
• Excel with pivot
• Security Clearance (SC)
• High standard of Written and verbal English
• Previous audit or ISO certification experience

Benefits:

• Pension Scheme - contributions matched up to 10%
• Private medical cover
• Income Protection
• Life Assurance
• 25 days paid leave + National Holidays
• Flex benefits program

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - View email address on click.appcast.io