Job Introduction
Job Title: Junior QM and IA Intelligence Analyst
Location: Pride Park, Derby, with occasional travel to other sites
Reports To: 111 Systems Development Manager
Who Are We? DHU 111 (East Midlands) CIC is a leading provider of NHS 111 services in England, renowned for delivering high-quality patient care. We manage over 4.5 million calls annually from 11 million patients across the Midlands, Milton Keynes, and London. Our commitment to excellence earned us an "Outstanding" rating from the Care Quality Commission.
Our Aim We strive to be the best employer and provider of NHS 111 services, consistently delivering high-quality patient care and excellent performance.
About the Role We are excited to announce a new opportunity for a Junior QM and IA Intelligence Analyst to join our Systems and Intelligence team. This role will play a pivotal part in delivering cultural and transformational change, focusing on performance management, business intelligence insights, and continuous service improvement.
Key Responsibilities As a Junior QM and IA Intelligence Analyst, you will:
- Provide analytical support to optimise patient care and help in resolving incidents.
- Support senior stakeholders with quality reporting, auditing, and voice analytics activities.
- Assist in optimising NICE CXOne Interaction Analytics and Quality Central.
- Produce daily/weekly/monthly quality and linguistic analytics reports, standardising and automating them for efficiency.
- Assist with change management, system utilisation, and training.
Experience and Skills The ideal candidate will have:
- Good problem-solving and analytical skills, with a working knowledge of SQL, Power BI, VBA, and MS Excel.
- Understanding of voice analytics methodologies and pathway quality management.
- Strong communication skills, with the ability to tell compelling stories through data.
- Self-motivation and a "right first time" attitude towards work.
- Knowledge of Quality Management systems (preferably NICE CXOne).
- A relevant degree in Computer Science or similar field (preferred).
- Experience in change management models and processing large datasets.
Capabilities To succeed in this role, you should exhibit:
- Attention to detail and a commitment to quality.
- Analytical thinking, breaking down complex information into specific, workable components.
- Problem-solving skills with a focus on root cause analysis.
- Persuasiveness and the ability to engage others to achieve consensus.
Benefits and Additional Information
- Competitive salary and benefits package.
- Flexibility to work from home on occasion.
- An opportunity to work with an innovative and supportive team.
