Insights Quality Analyst

Position Overview: The Insights Quality Analyst focuses on ensuring delivery of Cision’s Insights products and services to customers through both in-house and third-party providers. The storage and analysis of aggregate data and ability to pull out and discuss trends in that data is key to ensuring continuous improvement in the processes. To do so, the Insights Quality Analyst focuses on obtaining and reviewing measurable information on (a) point in time and comparative performance, (b) metrics achieved against set targets, and (c) customer satisfaction.

The Insights Quality Analyst is also responsible for working in partnership with internal stakeholders in the Insights line of business, to continuously improve quality, producing and reporting KPI data internally within Cision to a variety of stakeholders. This will involve monthly data analysis and the creation of reports alongside other members of the GBS Insights team.

Main Duties and Responsibilities:

· Build strong partnerships with key stakeholders within Cision’s Insights function and with third party suppliers

· Analyzes Insights data across job roles, job functions, processing locations and derives statistically valid trends, to drive.

i. root cause analysis

ii. improvement programs in training, processes and quality control

iii. areas to automate to reduce the numbers of errors or drive first time right percentages

· Analysis includes looking into the type of input, the complexity of the job, the outputs produced, adherence to SLA’s/KPI’s, ability to meet or exceed productivity measures, usage of tools and technology solutions.

· The Insights Quality Analyst ensures that all data and quality reviews use the same methods, tools, and approaches, procedures, and accountability standards. The Insights Quality Analyst frequently reviews trend data, customer surveys, and customer feedback. They will use this information to adjust the training, resource qualifications and actions to achieve service levels and quality metrics.

· Produce scorecards for internal data reporting up to board level and presenting this data to a range of stakeholders.

· Responsible for monitoring customer satisfaction scores and working with the GBS Insights teams to proactively identify problem areas and implement improvements to reduce error rates.

Key Performance/Success Indicators:

· Build a comprehensive set of data for all subprocesses that Cision measures itself and suppliers against.

· Work with all relevant stakeholder groups to identify performance gaps and implement agreed corrective steps with local managers.

· Track data/results and provide regular reporting to the business on outcomes achieved.

· Create a continuous improvement culture internally and with suppliers so that world class quality standards are met and sustained over the long term.

Essential skills and experience:

· Excellent written and verbal communication skills

· Ability to build strong partnerships with key stakeholders

· Experience of using IT systems and databases

· Experience in training, managing/influencing people, and in giving constructive feedback

· Demonstrated analytical ability, including the management of data

· Track record of driving continuous improvement and owning QA outcomes

· Ability to withstand pressure and deliver to deadlines

· Shows initiative, is proactive and enthusiastic

· Keen eye for detail and a meticulous approach to work

· Strong analytical mind and methodical approach

· Delivers and takes ownership

· Confident and direct communicator

· Works well as part of a team

· Strong organizational skills

· Positive individual, a role model with proven ability to get things done

Desirable skills and experience:

in an operational environment – experience of this whilst working with 3rd parties would be preferable. Lean Six Sigma and/or project management certification are desired not essential.

· Experienced leader

· Proven ability to achieve results on time and within budget.

· Outcome and results oriented with outstanding attention to detail.

· Proven track record of successful vendor/partner relationship management.

· Strong statistical competence and a comprehensive understanding of the appropriate tools/methods for root cause analysis.

· Strong analytical reasoning, interpreting and evaluating complex information, while identifying patterns and essential issues.

· Excellent problem-solving skills. Ability to identify and implement necessary corrective actions, maintaining the focus of all participants through to achievement of successful/sustainable outcomes.

· Organization and planning, managing multiple demands, and achieving results.

· Superb written and oral communication skills with particular emphasis on presentation skills.

· Proven track record in developing and maintaining effective/productive relationships with all stakeholders.

· Highly innovative, flexible and self-directed.

· Must possess excellent business judgment with a pragmatic can do attitude.

· Excellent collaboration skills that enable you to earn trust and influence at all levels within Cision.