Quality Analyst

QUALIFICATIONS, EXPERIENCE & KEY SKILLS:
• University graduate (Economics or related) and 2-3 years+ experience of working in a large-scale operation.
• Excellent English skills – oral and written.
• A high level of competence in their field and experience in managing change and improvement of processes.
• Excellent communication and collaboration skills.
• Knowledge of business practices and service delivery models.
The role is required to deliver services between 8 am to 7 pm RO time on a rota basis.

TECHNCIAL SKILLS & KNOWLEDGE:
• Knowledge of basic applications such as Office, ticketing system[s].
• Understanding of data privacy and GDPR.
• Analytical mindset with a focus on data-driven decision-making.
• Ability to manage competing priorities.

Reporting to the local Quality Manager, the role is responsible for overseeing the quality assurance process for the Shared Service Centre.
This role ensures defining the Quality Framework and developing the tools that will help track & measure the department’s KPIs.

KEY ACCOUNTABILITIES:

• Collaborates with all SSC teams and supports the operation from the Quality’s perspective.
• Defining, monitoring, and analyzing the root cause of the quality deviations to support the project in meeting the KPIs.
• Ownership of quality procedures and overseeing the alignment with regulatory requirements.
• Direct interaction with line managers across the Azets organization.
• Engaging with Shared Service Centre workstreams across Azets, hence the need for fluent English.
• Establish regular follow-up of Quality and report to the QA Manager, across onshore and Nearshore teams.
• Support the Onshore and Nearshore teams in improving the quality-of-service delivery.
• Identify opportunities for additional controls and processes, to reduce the time spent to address the quality deviations.
• Review SOPs and Work instructions.

Azets was formed in 2016, as a result of bringing leading-edge UK and Nordic business services companies together. Azets have provided business-critical support to thousands of clients throughout the UK and the Nordic region locally, and though our nearshore operation in Romania. Today, we are an international accounting, tax, advisory and business services company that delivers sustained outcomes for our clients. We are on a mission to help organisations of all shapes and sizes move forward with confidence.

Azets Group employs over 9,000 people and supports some 100,000 clients across its network of 190+ offices in the UK, Ireland, Denmark, Finland, Norway, Sweden, Estonia and Romania. Its clients include enterprises, SMEs, large scale businesses, public sector organisations, and private clients, across multiple sectors, acquiring more than 100 local providers since inception.

Azets’ client experience is based on delivering a highly personalised service, through its local office network and proprietary digital workplace technology Azets Cozone, a unique cloud-based portal. Azets Cozone offers SMEs a market-leading digital solution, with instant access to information about their business that simplifies workflows, increases operational productivity, and supports a more productive client relationship.