Contract KPI and Quality Assurance Analyst
We are looking for:
• Degree level qualification and/or appropriate professional qualifications/membership or equivalent experience in audit / quality assurance / Business Analysis; • Highly numerate, with strong working knowledge of Microsoft applications – Excel (Advance Level), Word, Outlook and PowerPoint; • Knowledge and experience of carrying out quality assurance in a customer service / contact centre environment; • Extensive knowledge and experience of working in a contact centre / customer service operation.
The skills we would like are:
• Experience of using different sized datasets (large and small), identifying and investigating anomalies in the data as appropriate; • Ability to perform a range of quality assurance checks to a good standard with the ability to draw out the main messages from data, analysis and research, and identify essential supporting information; • Previous experience of capturing business reporting needs and defining and delivering solutions including track record in identifying process improvement opportunities and driving solutions; • Strong communication skills and an ability to share statistical analysis with a nonspecialist audience and with ability to present high quality reporting to different users in a clear and consistent manner; • Strong organisational and analytical skills with a high level of attention to detail and with an ability to identify and help deliver process improvements; • A customer centred approach to work with a high concern for order and quality and ‘right first time’; • Team player and ability to adapt to a different environment and adjust outputs according to emerging asks; • Experience of working to tight deadlines, prioritising competing demands, managing ambiguity and focusing on achieving results in high pressure environments. Desirable Knowledge, Skills and Experience: • Previous experience of capturing business reporting needs and defining and delivering solutions including track record in identifying process improvement opportunities and driving solutions; • Ability to exploit available data to maximise the yield of useful information and recognise the commercial significance of market events and trends; • Developing standards and processes and encouraging (or enforcing where necessary) the use of those standards and processes.
Our successful candidate will:
Produce all KPI and performance reporting in line with contractual requirements to support decision making and coordinate the Monthly Performance Reports ensuring their timely and accurate submission ensuring that reports, documentation and key actions are completed in line with business calendars and contract requirements; Produce daily, weekly, monthly reports for contract teams by extracting and manipulating data from relevant systems into formats required for reports and by liaising with Contract Managers and key 3rd Party Teams; Conduct KPI Audits, tracking performance against target and providing insights on emerging themes, identifying where process or contractor performance delivers poor customer outcomes; Build and amend reports and data dashboards as required to meet business needs and contractual processes, including analysing and interpreting data and producing statistical reports to calculate service failures; Support the Contract Managers in the effective management of all contract performance issues by implementing and maintaining performance monitoring systems for all HtB contracts and by acting as subject matter expert for data management; Develop performance strategies by analysing and reporting on KPIs, analysing performance and trends, completing quantitative analysis, developing Dashboards and initiating actions to identify and address the root cause in order to ensure the delivery of continuous improvements and tangible business benefits;
We are the Government’s national housing agency. Our role is to accelerate the pace of housebuilding across the country, particularly in areas where there are the most serious affordability issues – meaning people are struggling to find homes. We have the appetite, influence, expertise and resources to drive positive market change and meet the Government’s ambition to deliver 300,000 new homes a year. We are using our land, influence, funds and knowledge to increase the pace, scale and quality of new homes accelerating delivery in areas of greatest demand and helping create great places to live. Within the next few years, we will have invested over £27 billion across our programmes. To deliver against these aims we’re building a different kind of public service join us to help make this happen.
At Homes England we have a strong culture of flexible working and encourage all employees to have a healthy work/life balance. We offer a wide range of potential working patterns, including part time, job share and compressed hours.
These need to be balanced with business needs so they will vary from job to job. If you would like to know more please speak to the Recruiting Manager once you're contacted to discuss the position.
How to apply:
For more information on the role and how to apply, please visit Civil Service Jobs