Service Improvement/ Quality Assurance Coordinator

Job Ref No

js 3734


14-17 per hour

Start Date






Service Improvement/ Continuous Improvement / Quality Assurance Coordinactor

An exciting opportunity has arisen for a Service Improvement/ Continuous Improvement / Quality Assurance Coordinator to join well established blue chip organisation. Role will be working from home until the summer then candidates may be required to attend the office in Peterborough 2 days a week .

As a Service Improvement/Continuous Improvement / Quality Assurance Coordinator you will be responsible for :


• Service Improvement Projects – carry out project work to drive operational
improvements identified during major escalations, complaints or other service
breakdowns, issues or risks

• Quality Assurance – carry out quality assurance checks across a variety of service
operational teams and functions to assess and monitor quality, procedural and SLA
adherence. Identifying compliancy and non-compliancy and producing accurate reports

• Escalations/Complaints Reporting – responding to requests for escalations reports
and producing quality, detailed and accurate reports that support the customer
escalation/complaint process

• Service Improvement trend analysis – coordinating the delivery and successful
outcome of trends and common issues established from escalations, complaints and ad
hoc requests

• Service Improvement Tracker Administration & Management – ensuring that the SI
tracker is up to date at all times in order to support reporting and trend analysis
across escalations, complaints, supplier reviews, audits/compliance, SIP’s,
corrective actions

• Audits & Compliance – coordinate projects and programs that deliver the required
inputs to and outputs from various compliance and audit programs e.g. ISO.

• Supplier Reviews – prepare for and attend supplier reviews. Interrogate performance
data in order to ensure it’s accuracy, initiate supplier run SIP’s when required

• Customer driven initiatives, manage customer specific SIPs for all of Service

• Experience and capability to manage multiple initiatives and work streams

• Excellent communication skills

• A good understanding of the ITIL life cycle , in particular continual service

• Highly motivated self-starter with ability to work with all hierarchical levels

• Exceptional problem solving skills with an ability to multitask and manage multiple
work streams and problems simultaneously

• Demonstrates a positive, proactive, results driven approach

• Passionate to develop and contribute

• Able to demonstrate adaptability in response to changing needs and priorities

• Tolerant and dependable under pressure. Able to work to deadlines.

• Has a professional ‘can do’ attitude and approach

As a Service Improvement Coordinator you will be very process driven,have excellent attention to detail and love documentation. You will have the “x factor” to really go that extra mile and make a difference!

The position is initially a six month contract with long term opportunities to join the company on a perm basis. So if you think you are a great fit for this role please apply now!

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