Quality Analyst

About Atos Group Atos Group is a global leader in digital transformation with 52,000 employees and annual revenue of c. 10 billion, operating in 54 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries.

Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

The team

The CEO Office team supports the UKI business priorities to deliver improved service delivery, account profitability, customer experience and loyalty by driving quality, assurance, service innovation and continuous improvement across the UKI industries, business lines and support functions.

The team provides services which include the management of internal and external agreements, internal and external audits, the implementation of new certification and several bespoke projects as requested by the business. The team also work with the business on subjects relating to compliance, quality, accreditation and customer satisfaction.

The role

The role of a Quality Analyst is to drive forward improvement activities as defined by the department head which could relate to:

Customer Experience and loyalty

Service Delivery productivity and efficiency

Account quality improvements Quality of service and service assurance

The initiation and progress of internal agreements

The end-to-end management of document signature

Other projects as defined by the department head

Key Responsibilities:

Analyzing operational information (customer feedback, service performance KPIs, problems, issues etc.) to proactively identify improvement opportunities to working practices and services;

Lead/ facilitate improvement initiatives improving service delivery, customer experience and efficiency, utilizing standard Continuous Service Improvement process and related tools

Work closely with the service and account management community to develop direct relationships to drive quality initiatives

Apply Atos defined standards, methods and tools in an appropriate and effective way;

Produce consistently high standards of documentation using the required standards, methodology and tools;

Work alone or as part of a team analyzing underlying issues from investigations and proposes solutions/options for resolution/improvement;

Consult with specialists such as software development, service support and other technical and process specialist areas as appropriate and when directed

Support management with the development of departmental and organization strategic plans.

Skills we can’t do without

Able to quickly assimilate, interpret and summarize data

Able to find creative and innovative solutions to problems

Able to articulate difficult concepts in simple terms

Highly motivated and delivery focused

Able to work independently with minimal supervision

Strong communication and interpersonal skills

Able to influence and negotiate

Tenacity to overcome obstacles and setbacks

Willingness to travel occasionally

Able to pick up new tools and concepts quickly

Desirable skills:

Experience in delivering either Quality / Service Delivery / Project Management Excel with pivot Security Clearance (SC)
High standard of Written and verbal English…