Quality Metric Analyst

Data Reporting & Quality Metric Analyst

My client a leading financial institution is looking for a Data Reporting & Quality Metric Analyst to join their team.

Job Purpose:
The purpose of this role is to develop, produce dashboard and analyse operational metrics reporting on all processes for the HR Shared Services Centre (serving 16,000 employees). The job holder will provide database expertise and will be responsible for managing and updating database logic and design to ensure an effective service management framework that is focused on continuous improvement. The job holder is also responsible for identifying and implementing continuous improvements focused on risk and quality.

Main responsibilities:
-To collect, track and produce operational data and trends and to report and analyse performance against key performance metrics and Service Level Agreements.
-To maintain and develop the process and systems for tracking and reporting on all performance measures while ensuring quality and integrity of the operational data and preparing reviews for weekly operations reviews.
-To maintain, develop and support the operational databases and the related data based documentation. As the organisation that the Operations Centre is undergoing considerable restructuring, the job holder will be responsible for reviewing and realigning the existing operational dashboards to support the restructured organisation and a revised set of core metrics.
-To collate and produce monthly and quarterly reporting packs to support Customer Reviews
-To develop and produce accurate data to Finance to support Activity Based Costing for HR Shared Services and present the analysis of data in a user friendly manner for internal and external review.
-Through analysing the operational performance and process management, to identify and recommend opportunities for continuous quality improvement and to support solution implementation.
-To process Customer Feedback Surveys, analyse and present the outputs while co-ordinating the Customer Complaints reporting and resolution and identifying opportunities for continuous improvement.
-To support the sustainment of ISO 9001 accreditation.
-To develop and maintain documentation and materials relating to the governance of the service management framework including SLAs, Service Catalogues and Customer Reporting Packs.
-To deliver and support projects from inception to completion.

Educational & Professional qualifications requirements:
-Leaving Certificate
-Fluency in English

Technical skills and experience requirements:
-Data reporting and analysis in operations environment
-Database management and design expertise incl. Microsoft Access, SQL etc
-Advanced Microsoft Excel, Word and PowerPoint skills
-Minimum of 2 years experience working in a similar role

Salary: Negotiable DOE
Duration of Contract: Fixed Term Contract – up to 15 months