Quality Analyst

Wellcome; City Of London; Hybrid; GBP 40,000 - 47,000; Full time

Job summary

A leading global charitable foundation is looking for a Quality Analyst to support service delivery and enhance digital accessibility standards. The position is on a fixed-term contract for 12 months, requiring experience with ITIL processes and strong communication skills. The role offers a hybrid working model, allowing employees to split their time between office and remote work.

Qualifications

• Experience with ITIL processes necessary.
• Proficient in Audit processes.
• Collaborative working style essential.

Responsibilities

• Assure Ticket Quality and Accuracy.
• Collaborate and Communicate with colleagues.
• Conduct Quality Assessment and Improvement.
• Support Service Management.
• Report and Analyse data to identify improvements.
• Ensure Digital Accessibility for diverse users.

Skills

ITIL processes

Audit processes

Service management systems

Organisational skills

Analytical skills

Communication skills

Collaboration

Job description

Salary : 40200

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 wont 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 escape 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.

To apply for this role please submit an updated CV and answer 2 application questions to demonstrate that you meet the minimum requirements for the role.

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.

Our Hybrid Way of Working

We understand that our colleagues have commitments and personal interests outside of work and we strive to build a flexible working environment in which people can perform at their best.

At Wellcome we have a hybrid way of working which is 3 days in our Euston Road offices (Tuesday Wednesday and Thursday) with the remaining 2 days working either remotely or in the office.

Diversity and Inclusion is a priority at Wellcome

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. This includes making adjustments for people who have a disability or long-term visit our website for more information on adjustments and accessibility or contact us at.