Quality Analyst

Wellcome Trust; City Of London; On-site; GBP 41,000; Full time

Job summary

A global charitable foundation is seeking a Quality Analyst to enhance service delivery and improve digital accessibility standards. You will assure ticket quality, conduct reviews, and collaborate across teams. Candidates should have experience with ITIL and service management systems. This is a fixed-term contract position located in London, offering a salary of £40,200.

Qualifications

• Experience with ITIL processes.
• Experience with Audit processes.
• Experience with service management systems.
• Collaborative working style with the ability to engage teams.
• Strong organisational skills.

Responsibilities

• Update and monitor SNC ticket progress, ensuring correct categorisation.
• Collaborate with team members using various communication methods.
• Conduct independent reviews of working practices.
• Monitor the impact of incidents on Operational Level Agreements.
• Utilise tools to report on experience levels across Wellcome.

Skills

ITIL processes

Audit processes

Service management systems

Organisational skills

Collaboration

Job description

Salary: £40,200

Closing date: Thursday, 16 October 2024

Contract type: Fixed Term Contract

Interview dates: W/C Monday, 3 November

The Wellcome Trust is a global charitable foundation. We improve health for everyone by funding science, leading policy and advocacy campaigns, and building partnerships.

We plan to spend £16bn over the next ten years, funding new discoveries in life, health, and wellbeing, and taking on three global health challenges: mental health, infectious disease and climate and health.

These challenges need the bold science we support, but they won’t be solved by science alone.

We are looking for a Quality Analyst in our Digital & Technology (D&T) team on a Fixed Term Contract for 12 months.

Where in Wellcome will I be working?

The Quality Team guides Digital Accessibility, ITIL, and service management standards, develops and maintains metrics, and evaluates processes. We work with Technology team managers to set performance criteria, manage risks and controls, and advise stakeholders on adopting new or improved processes. We organise feedback review meetings and prepare feedback reports.

The Quality Analyst supports implementation, maintains documentation, and reports on accessibility compliance and remediation efforts for Digital Accessibility.

This role reports into the Quality Manager responsible for service and configuration management systems, chairing the Change Board and managing change and configuration management and the Improvement and Digital Inclusion Manager for Digital Accessibility.

We support the D&T strategic road map which enables Wellcome to deliver on its mission.

What will I be doing?

As a Quality Analyst, you'll play a pivotal role in enhancing service delivery across Wellcome, contributing to a diverse and inclusive culture, and improving digital accessibility standards.

As a Quality Analyst, you will:

• Assure Ticket Quality and Accuracy: Regularly update and monitor SNC ticket progress across all resolver groups, ensuring correct categorisation and prioritisation. Take corrective action through escalation or configuration changes as required.
• Collaborate and Communicate: Collaborate with team members and colleagues using various communication methods to log, escalate, and provide advice on ticket communication and quality. Facilitate knowledge sharing across the department.
• Quality Assessment and Improvement: Conduct independent reviews of working practices and ticket quality control activities. Recommend improvements to enhance service delivery.
• Service Management Support: Monitor the impact of problems, incidents, and IT equipment functionality on Operational Level Agreements (OLAs) and Service Level Agreements (SLAs), supporting service management and delivery.
• Report and Analyse data: Utilise available tools to report on experience levels across Wellcome, applying statistical analysis to identify areas for improvement and optimisation.
• Contribute to a diverse and inclusive culture across the organisation, collaborating across departments.
• Interest in Digital Accessibility: Collaborate with teams to ensure content and services are usable by people with diverse abilities, including those using assistive technologies.

Is this job for me?

We are seeking an individual with a growth mindset, ready to embrace new ideas and opportunities.

Organised and detail-oriented, with the ability to inspire confidence through a proactive and collaborative approach. This role requires strong analytical and communication skills to effectively translate complex technologies into accessible insights for diverse audiences. Thrive in a fast-paced, dynamic environment, contributing to improved digital services and accessibility across teams.

Minimum Criteria:

• Experience with ITIL processes
• Experience with Audit processes
• Experience with service management systems
• Collaborative working style with the ability to engage teams and advocate for inclusive design
• Strong organisational skills to support coordination activities, including roadmap tracking, milestone reporting and stakeholder updates.

We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We are happy to discuss flexible working options for all roles. We work to ensure that our recruitment processes are as inclusive as possible to everyone.