Description

We give you a world of potential

We have an exciting opportunity for a Quality Assurance Specialist to join our Global Tech Support team based out of Edinburgh.

You will be part of a supportive and collaborative team where you will determine, challenge and nurture the quality of output from the Service Desk and Operations teams. Ensuring that feedback is meaningful and working closely with the team to drive forward improvements and capability across the area.

Please be aware that whilst we are open to remote/hybrid working, this role will need be based in Edinburgh as you will need to be on-site to engage with the relevant teams.

A role you will love

If you crave variety and a role where you will be able to drive continuous improvement, then this could be just the role for you.

You will be responsible for aiding the development of a comprehensive QA programme for IT Operations and Service Desk, and you will oversee this process. Alongside this, you will develop and maintain an overview of best practice for:

• Inclusion in Academy training
• Feedback into Analyst performance reviews
• Input into the Performance Incentivisation Scheme

It is important that you are able to build strong and valuable working relationships to ensure that you create a culture of continuous improvement, encouraging peer-to-peer evaluations. By doing this you will assess the performance of teams including Analysts, Shift teams and Service Desk, providing relevant metrics to all required stakeholders.

Some of the other key accountabilities:

• Incorporating feedback from customer satisfaction surveys in the QA process
• Create remediation plans for Analysts based on your feedback
• Leverage your technical knowledge and available systems to create reporting dashboards to provide the metrics you need
• Act as an escalation point for any complaints/feedback

What will you bring to the role?

Hopefully, you will have a good understanding of what we are looking for but let’s, delve a little further.

You will be passionate about driving improvement and supporting others to ensure they have the tools and techniques to perform their role successfully. It would be ideal if you are able to demonstrate experience of working within an IT Support environment, to enable you to work closely with your Service Desk and IT Ops teams.

Other key skills and experience required:

• Excellent attention detail and driven by quality
• Ability to follow processes and procedures with a lens on identifying improvements
• Strong communication skills both written and verbal
• Working knowledge and/or understanding of ITIL

A company to be proud of

Computershare is a world leader in financial administration with over 12,000 employees across 21 different countries delivering expertise to over 25,000 clients. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available. With infinite possibilities, we could take you anywhere. #worldofpotential

Rewards designed for you

Employee Share Plan. Set aside salary to purchase shares in our company and you’ll increase your investment when you receive a generous company contribution towards additional shares.

Health and Wellbeing. Our health and wellbeing rewards can be tailored to support you and your family.

Save for Your Future. We will support you along your retirement savings journey.

Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

Employee Discounts. We’ve partnered with other organisations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation, and days out as well as with many big brand shops.

Extra Rewards. From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options.

A diverse and inclusive place to work

Computershare celebrates the diversity of our people, and we welcome applications from everyone.

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at detailing your requirements and contact information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

Covid-secure

We’ve kept our business running during the pandemic by moving most of our employees to remote working, and by creating and maintaining a safe environment for those people who need to be in the office. We carefully limit the amount of people at our locations and ensure that those who cannot work remotely are kept safe with proper distancing and protective equipment.

In most circumstances we are currently performing all interviews, assessments, and background checks online to ensure the safety of everyone involved. Should you be successful in securing a role and it can be performed from home, we will arrange for equipment to be sent to you and your onboarding and training will be provided remotely.