Operations Quality CI Analyst

Requisition Number: 101745 

Operations Quality CI Analyst

Location: This is an hybrid work opportunity in Hanover Park, IL

Salary: $55,000- 65,000

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Insight at a Glance

• 14,000+ engaged teammates globally
• #20 on Fortune’s World's Best Workplaces™ list
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

The Quality & Continuous Improvement (QCI) Analyst is responsible for monitoring, auditing, identifying, and proposing measures to correct gaps in the entire operations process. They are responsible for assessing the quality of work performance and opportunities that impact the teammate and client experience to include operational processes, technical accuracy, and conformity to company policies and procedures. The QCI Analyst will assist in reviewing, developing, creating, and implementing processes and procedures. They will make recommendations for enhancements to training materials as needed to enhance the overall teammate and client experience. They will work closely with leadership for opportunities and report overall performance. 

• Contribute to, lead, drive and support Quality & Continuous Improvement (QCI) Practice strategy, as the organization evolves and grows.  

• Leverage Quality Management System (QMS) and quality data management for continuous improvement. 

• Support and Improve Corrective and Preventive Action Program to ensure the continued improvements in alignment with relevant industry Standards, to include ISO, CMMI, et al. 

• Participate in the design of request, CAPA, ticketing monitoring formats and quality standards. Assist in creation and documentation of Standard Operating Procedures, interdepartmental policies, and procedures.  

• Participate in internal and external audit activities. 

• Analyze and report on business metrics including but not limited to workload statistics and recommend changes in procedures, and training needs.  

• Oversee proper execution of contracts (ie, SOW, SLA) and related Service Level Expectations and Objectives to ensure consistently met or exceeded.   
• Provide actionable data and feedback to various operations leaders as needed. 
• Prepare and analyze internal and external quality reports for management staff review. 
• Assist operations leaders to develop evaluation programs and compliance monitoring.
• Help drive innovation, continuous improvement, and optimize operational processes.  
• Other duties as assigned. 

Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• Bachelor's degree (B.A.) from a four-year college or university, or equivalent.   

• The ability to work effectively with a cross-functional team is critical. 

• Demonstrated proficiency with Microsoft Office programs. 

• Ability to quickly master new content areas, effectively prioritize work and meet time-sensitive project goals and metrics.   

• Strong analytical, decision-making, negotiation, customer service, written and verbal communication skills. 

• Strong decision-making skills, which may have direct and significant impact on the achievement of department goals.  Attention to detail, Time management, Ability to multitask, Highly competent with written and verbal communication. 
• Working knowledge of, or exposure and experience with QMS, ISO 9001 standards, quality industry standards, project and change management skills a plus.

What you can expect 
We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight.

Join us today, your ambITious journey starts here. 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Hanover Park || Illinois (US-IL) || United States (US) || Global Operations || None || US - Hanover Park, IL ||