Job Introduction
Job Advert: QM and IA Intelligence Analyst
Location: Pride Park, Derby (with occasional travel to other sites and flexible work-from-home options)
Type: Full-time
Salary: Band 6.0
Company: DHU 111 (East Midlands) CIC
About Us DHU 111 (East Midlands) CIC is a leading provider of contact centre-based NHS 111 services in England, serving a population of 11 million patients across the Midlands, Milton Keynes, and London. We have recently been rated Outstanding by the Care Quality Commission for our commitment to high-quality patient care and operational excellence. As one of the leading NHS 111 service providers, we are looking for passionate and talented individuals to join our growing team.
Job Overview We are seeking a highly skilled QM and IA Intelligence Analyst to join our 111 Systems Development team. Reporting to the 111 Systems Development Manager, this role will focus on performance management, business intelligence insights, and continuous service improvement with a primary focus on quality management and interaction analytics. If you have a knack for turning data into actionable insights and are passionate about improving patient care through analytics, we want to hear from you.
Key Responsibilities
- Champion high-quality patient care and interactions across the NICE CXOne system.
- Drive and support the creation of optimised quality reporting to align with operational metrics and KPIs.
- Influence senior stakeholders with expert knowledge on quality analytics and voice interaction analytics.
- Oversee the usage of NICE CXOne Interaction Analytics and NICE Quality Central, including system optimisation, change management, and training.
- Lead and motivate junior analysts to deliver best-in-class service, focusing on process improvement and new thinking.
- Identify improvements in dashboards, processes, forms, and reporting for NICE CXOne IA and Quality systems.
- Produce daily/weekly/monthly reports relating to quality and linguistic analytics.
- Collaborate with the wider DHU 111 and IT teams to ensure alignment and consistency across operations.
Experience and Qualifications Essential
- Substantial experience in analytics within a contact centre environment.
- Proficiency in SQL, Power BI, VBA, MS Excel, and data visualization techniques.
- Strong background in turning data into actionable insights.
- Knowledge and experience with Quality Management systems (preferably NICE CXOne).
- Excellent communication skills with a flair for storytelling and the ability to engage stakeholders.
- Advanced PC and MS Office skills.
Preferable
- Experience as a Data Analyst, Analytics Engineer, or similar role in a fast-paced environment.
- Experience with change management.
- Experience with voice analytics methodologies.
- Knowledge of data visualization best practices and experience with large datasets.
- Experience with quality assurance in a contact centre setting.
Capabilities
- Excellent analytical skills and proven experience in identifying quality trends.
- Ability to implement best practices from the contact industry and drive continuous improvement.
- Attention to detail and a 'right first time' attitude.
- Ability to influence and engage others to gain agreement and drive change.
- Strong problem-solving skills with the ability to communicate recommendations effectively.
- Proactive outlook and creative thinking to propose innovative solutions.
Benefits
- Competitive salary and benefits package.
- Comprehensive health benefits (medical, dental, vision).
- Retirement savings plan with company match.
- Flexible work arrangements, including remote work options.
- Professional development opportunities.
