Insights Quality Analyst
- Cision
- 1 - 6 years
- Remote
- 2 months ago
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Job Description
Build strong partnerships with key stakeholders within Cision s Insights function and with third party suppliers
Analyzes Insights data across job roles, job functions, processing locations and derives statistically valid trends, to drive.
i. root cause analysis
ii. improvement programs in training, processes and quality control
iii. areas to automate to reduce the numbers of errors or drive first time right percentages
Analysis includes looking into the type of input, the complexity of the job, the outputs produced, adherence to SLA s/KPI s, ability to meet or exceed productivity measures, usage of tools and technology solutions.
The Insights Quality Analyst ensures that all data and quality reviews use the same methods, tools, and approaches, procedures, and accountability standards. The Insights Quality Analyst frequently reviews trend data, customer surveys, and customer feedback. They will use this information to adjust the training, resource qualifications and actions to achieve service levels and quality metrics.
Produce scorecards for internal data reporting up to board level and presenting this data to a range of stakeholders.
Responsible for monitoring customer satisfaction scores and working with the GBS Insights teams to proactively identify problem areas and implement improvements to reduce error rates.
Key Performance/Success Indicators:
Build a comprehensive set of data for all subprocesses that Cision measures itself and suppliers against.
Work with all relevant stakeholder groups to identify performance gaps and implement agreed corrective steps with local managers.
Track data/results and provide regular reporting to the business on outcomes achieved.
Create a continuous improvement culture internally and with suppliers so that world class quality standards are met and sustained over the long term.
Essential skills and experience:
Excellent written and verbal communication skills
Ability to build strong partnerships with key stakeholders
Experience of using IT systems and databases
Experience in training, managing/influencing people, and in giving constructive feedback
Demonstrated analytical ability, including the management of data
Track record of driving continuous improvement and owning QA outcomes
Ability to withstand pressure and deliver to deadlines
Shows initiative, is proactive and enthusiastic
Keen eye for detail and a meticulous approach to work
Strong analytical mind and methodical approach
Delivers and takes ownership
Confident and direct communicator
Works well as part of a team
Strong organizational skills
Positive individual, a role model with proven ability to get things done
Desirable skills and experience:
in an operational environment - experience of this whilst working with 3rd parties would be preferable. Lean Six Sigma and/or project management certification are desired not essential.
Experienced leader
Proven ability to achieve results on time and within budget.
Outcome and results oriented with outstanding attention to detail.
Proven track record of successful vendor/partner relationship management.
Strong statistical competence and a comprehensive understanding of the appropriate tools/methods for root cause analysis.
Strong analytical reasoning, interpreting and evaluating complex information, while identifying patterns and essential issues.
Excellent problem-solving skills. Ability to identify and implement necessary corrective actions, maintaining the focus of all participants through to achievement of successful/sustainable outcomes.
Organization and planning, managing multiple demands, and achieving results.
Superb written and oral communication skills with particular emphasis on presentation skills.
Proven track record in developing and maintaining effective/productive relationships with all stakeholders.
Highly innovative, flexible and self-directed.
Must possess excellent business judgment with a pragmatic can do attitude.
Excellent collaboration skills that enable you to earn trust and influence at all levels within Cision.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality AnalystEmployement Type: Full timeContact Details:
Company: CisionLocation(s): Remote+ View Contact
Keyskills: Relationship management Data analysis Project management Analytical Social media Manager Quality Control Continuous improvement Operations Analytics Monitoring
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