DESCRIPTION

The Service Quality and Improvement role is responsible for driving continuous improvement in the quality of services, ensuring that organizational performance meets high standards of excellence. This role focuses on monitoring, evaluating, and enhancing service delivery, implementing best practices, and leading initiatives that improve customer satisfaction, compliance, and operational efficiency. The role requires collaboration with internal teams and stakeholders to embed a culture of continuous improvement across all service areas. The role is hybrid (minimum 1 day in a week) and will be based at Ipswich.

THE REQUIREMENTS:

• Strong work experience in quality analysis, process improvement, or related roles.
• Must have experience using ServiceNow and building reports in ServiceNow
• Bachelor’s degree in a related field such as Business, Quality Management, or Process Improvement. Master’s degree may be preferred for senior roles.
• Familiarity with quality management principles and methodologies such as Six Sigma, Lean, ITIL, or ISO standards.
• Experience in data analysis, statistical tools, and process mapping.
• Knowledge of customer feedback analysis and improvement strategies.
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools such as Excel, statistical software, or quality management software.
• Excellent communication and interpersonal skills.
• Project management skills, including the ability to lead improvement projects.
• Attention to detail and the ability to work independently and as part of a team
• Certified as a minimum in ITIL foundation
• Certification in quality management or process improvement (e.g., ITIL, Six Sigma Green Belt, Lean, Certified Quality Analyst) is a plus but not always required.
• Strong commitment to quality and service excellence.
• Adaptability and willingness to learn and apply new methodologies and tools.
• A continuous improvement mindset and a passion for driving positive change within the organization

Please refer the Job description for details