Quality Responsible - SSC

Skills & experience

QUALIFICATIONS
• Degree in Business Administration, Accounting / Payroll or related field or relevant work experience.
• University Graduate

EXPERIENCE & KEY SKILLS
• 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.
• Strong knowledge of business practices and service delivery models.
TECHNCIAL SKILLS & KNOWLEDGE
• Shows confidence and people management skills.
• Experience in a multinational or matrixed organization.
• Knowledge of applications such as Office, ticketing systems.
• Understanding of data privacy, GDPR, encryption, and security frameworks.
• Strong analytical mindset and ability to lead cross-functional technical projects.
• Excellent communication and people skills.
• Analytical mindset with a focus on data-driven decision-making.
• Ability to manage competing priorities in a demanding environment.
• Strong problem-solving and conflict resolution abilities.

The role

Reporting to the local Quality Manager, the role is responsible for managing and 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 company’s KPIs.

The Quality Responsible Shared Service Centre will build and maintain excellent relationships with leaders from across the organisation and manage change in a positive and professional manner.

The role is required to deliver services between 8 am to 7 pm RO time on a rota basis to cover our European delivery model.

Key accountabilities

• Collaborates with all SSC teams and supports the operation from the Quality’s perspective.
• Defining, monitoring, and analysing 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.
• Providing high quality and engaging communications and building relationships across the SSC operation.
• Developing strategies to address the quality issues that have been identified.
• Direct interaction with line managers across the Azets organisation.
• Engaging with Shared Service Centre workstreams across Azets, with the need for fluent conversational English.

• Define and establish the Quality framework in line with the standard Azets way.
• Develop a solution that allows the existing framework to be used on the Microsoft platform.
• Baseline the Quality performance and establish Operational Targets for future financial years across each Workstream.
• Analyze the root cause of the quality deviations raised and provide insight and guidance on the required controls, training and management activities to correct the issues.
• 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.
• Help define and reduce the ‘Cost of poor quality’ across the end-to-end process, by improving the quality of output from the Shared Service Centre.
• Identify opportunities for additional controls and assurance processes to be carried out to reduce the time spend to address the quality deviations.
• Support a data led approach to improve quality by identifying trends, issues and common themes that require improvement.
• Review SOPs and Work instructions.
• Occasional specific trainings

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.