Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Please note the business is currently following a Hybrid working model - you will be required in the office 50% of your time on Tuesdays, Wednesday, Thursdays.
The Quality Analyst is responsible for evaluating service management (SM) systems, processes, and documentation across all SM practices (Change, Problem, Major Incident and Service Desk) ensuring they are accurate, free of anomalies, relevant, whilst adhering to NECSWS quality standards and contractual provision
Main Responsibilities:
- Provide oversight and direction of quality control programs in both our onshore and offshore service facilities, ensuring alignment across disparate business portfolios.
- Draft quality assurance processes and procedures.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Develop performance and prepare trend analysis reports from various quality indicators as required by the QMS.
- Facilitate and/or participate in calibration sessions with service management practices. (quantify weighting for service monitoring/reporting).
- Ensure root cause analysis and corrective actions meet QMS requirements.
- Ensure all documentation complies to customer expectations, meets our internal standards and adheres to RACI policy.
- Develop and implement monitoring scripts to assess functionality, reliability, performance, and quality of service resource proficiency.
- Review documentation from service management teams Major Incident, Change and Problem before it is issued to the customer / shared internally to ensure it is appropriate and complete.
- Ensure process/procedural ‘Continual Improvement’ with provision of feedback and coaching to internal colleagues ensures that the quality of documentation improves over time.
- Work closely with all areas of IT support, Service Desk and Service Management teams to transfer knowledge allowing improved information sharing and resulting in customer satisfaction.
- Co-ordinate and promote the effective functioning of Knowledge Management activities across all of IT support and development areas.
- Establishing and Maintaining relationships with colleagues across service management - developing constructive and cooperative working relationships with all business support areas.
- Analysing Data or Information - Identifying common mistakes in documentation and inconsistencies or facts of information by breaking down information and feeding back to colleagues / line managers.
- Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve SM governance.
- Measure performance and identify any areas of weakness, recommending and implementing improvements and assess effectiveness of amendments made.
- Attend and evaluate SM practice process engagement meetings for effectiveness, efficiency and value add.
- · Facilitate SLA/OLA service reporting development and qualitive feedback.
Qualifications
- Strong Quality Management experience
- Ability to think holistically, seeing how small details fit into the bigger picture.
- Service Management experience
- Good Communication and interpersonal skills
- Highly conscientious and diligent, ability to work under their own intuition
- Ability to work under their own intuition
- Ability to provide coaching and training to individuals and teams
- Excellent written and spoken English
- Must be eligible for UK Secrurity Clearance (DBA)
Desirable:
- ITIL4 qualification (min ITIL3 knowledge)
- Strong research and analytical skills
- Some Governance/Audit experience – ISO20000
- Strong IT skills – preferably Microsoft 365 family.
- English degree/ A-Level or above or equivalent experience
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
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