Quality & Performance Analyst

National Highways; Birmingham; On-site; GBP 38,000 - 52,000; Full time

Job summary

National Highways in Birmingham (with Mansfield option) is seeking a Quality and Performance Analyst to deliver regional performance reporting and support the embedment of performance measurement and contract quality management. You will drive continuous improvement by reviewing Quality Management practices, handling NCRs, and delivering the regional audit programme with internal and external audits.

The role collaborates with Operations and suppliers to enhance visibility of KPIs and ensure

Qualifications

• Understanding of Quality Management Systems, managing non-conformance reports (NCRs), and driving continuous improvement through structured quality processes.
• Experience in internal and external audits, with an understanding of ISO 9001 (and/or other relevant standards). ISO 9001 Lead Auditor is highly desirable.
• Competent in using metrics and data analysis to monitor, interpret, and report on performance, identifying trends and opportunities for improvement.
• Proven ability to build and maintain collaborative working relationships across multidisciplinary teams and stakeholders to support shared goals and service delivery.
• Familiar with NEC (or similar) contract frameworks and their application in operational environments, ensuring compliance with contractual and quality obligations.

Responsibilities

• Review Quality Management practices across regional contracts, using performance monitoring and trend analysis to identify improvements, recognise good performance, and address issues through Nonconformity Reports (NCRs) and quality improvement plans.
• Deliver, in collaboration with the wider Quality and Performance Assurance (QPA) team, the regional audit programme, encompassing both internal and external audits.
• Collaborate with regional and national Operations teams to drive improvements and implement performance reporting, KPIs, and metrics that enhance visibility and allow better understanding of the region's performance.
• Understand and apply relevant standards and contract management documentation within Asset Delivery to support delivery in line with required quality, safety, cost, time, and specification standards.
• Work with suppliers and internal teams to drive consistency across the region and nationally and ensure continuous improvement.
• Develop and maintain Quality Management documentation. Championing a culture of continuous improvement across the region by ensuring performance feedback and lessons learned are captured, tracked, and monitored through to delivery.

Skills

Quality management

Data analysis

Auditing

Stakeholder collaboration

Education

ISO 9001 Lead Auditor

Quality Management Certification

Job description

About the job.

National Highways currently has an exciting opportunity for a Quality and Performance Analyst to join our team, based in Birmingham, West Midlands or Mansfield, East Midlands. In this role, you will be responsible for delivering regional performance reporting and supporting the implementation and embedment of performance measurement and management as essential tools for effective contract delivery. A key part of the role will also involve supporting the management and assurance of quality across our contracts, ensuring alignment with our Delivery Plan and driving continuous improvement.

• Review Quality Management practices across regional contracts, using performance monitoring and trend analysis to identify improvements, recognise good performance, and address issues through Nonconformity Reports (NCRs) and quality improvement plans.
• Deliver, in collaboration with the wider Quality and Performance Assurance (QPA) team, the regional audit programme, encompassing both internal and external audits.
• Collaborate with regional and national Operations teams to drive improvements and implement performance reporting, KPIs, and metrics that enhance visibility and allow better understanding of the region's performance.
• Understand and apply relevant standards and contract management documentation within Asset Delivery to support delivery in line with required quality, safety, cost, time, and specification standards.
• Work with suppliers and internal teams to drive consistency across the region and nationally and ensure continuous improvement.
• Develop and maintain Quality Management documentation. Championing a culture of continuous improvement across the region by ensuring performance feedback and lessons learned are captured, tracked, and monitored through to delivery.

About you.

• Understanding of Quality Management Systems, managing non-conformance reports (NCRs), and driving continuous improvement through structured quality processes.
• Experienced in undertaking internal and external audits, with an understanding of ISO 9001 (and/or other relevant standards). ISO 9001 Lead Auditor is highly desirable.
• Competent in using metrics and data analysis to monitor, interpret, and report on performance, identifying trends and opportunities for improvement.
• Proven ability to build and maintain collaborative working relationships across multidisciplinary teams and stakeholders to support shared goals and service delivery.
• Familiar with NEC (or similar) contract frameworks and their application in operational environments, ensuring compliance with contractual and quality obligations.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds