HR Data and Service Quality Analyst

We currently have an opportunity for a HR Data and Service Quality Analyst to join our team at our Head Office (Coronation Road, Cressex, High Wycombe, HP12 3TZ).

Within this role you will be responsible for ensuring Biffa HR processes, systems and customer support are compliant to the organisation’s prescribed standards of data integrity and service.

Through thorough testing and analysis, they will identify the potential risks that may hinder the reputation, security and financial prosperity of the organisation.

The Role:

• Coordinate data reviews including preparation, monthly audits, periodic data cleansing, scheduling, test execution and resulting recommendations.
• Drive tracking and closure of controls related issues identified through controls assessments via training, coaching etc.
• Supports efforts to identify ways to improve overall data integrity posture
• Assist policy and process owners in analysing findings to determine risks and mitigating process fixes and controls.
• Tracks and supports sufficiency and timeliness of process documentation updates ensuring version control is clear and adhered to.
• Support the development and ensure timely implementation of plans for the organisation to improve controls and controls review processes
• Ensure timely and accurate completion of internal and external audit control recommendations.
• Supports data migration activities including but not exclusive to TUPE transfers, system changes, mass uploads etc.
• Supports Quality Assurance programme with testing and monitoring recommended actions with follow up.
• Responsible for the development and provision of up line reporting of monthly test results, cleanse activities, action plan statuses and over all data RAG status.
• Undertaking ad hoc reporting responsibilities
• Assumes additional responsibilities as assigned.

Nature and Scope of the role

• In direct partnership with the HR community and in particular the Employee services team, this position is responsible for ensuring that the high levels of data integrity in HR systems is maintained at a consistent level through testing and cleanses. Furthermore taking accountability actions defined from the test results, driving to closure whether it is training of ESC admins, line managers or process development.
• The position will also be responsible for TUPE and M&A support, ensuring that the transfer of employees onto Biffa used employee systems is seamless. Achieving this by liaising with the Business Partners, IT, releasing company etc.
• The position will also be instrumental in the development and implementation of the Quality Assurance programme to monitor and ensure that all employee and customer based activities and dealt with a high level of customer service, this being facilitated by a periodic testing cycle. The results from the QA programme would also drive an ongoing action plan to drive consistency via education of HR team members, process alignment and change management.
• Development and provision of reporting up line and to the business will also fall into the responsibility of this role.


• Employee Services team and operation
• Internal and external auditors
• All HR policies and processes
• Employment and tax laws

Key Aspects of the Role

• Investigate and Diagnose - Ability to challenge and interpret data from multiple complex sources to create a picture of data integrity and customer service
• Policy and Process Review - Support and challenge Process Specialists to assess policy and process effectiveness; identifying where problems are stemming from process compliance gaps or where policies and processes are not fit for purpose/ effective
• Process Improvement and Refinement - Ability to provide guidance on options and recommendations for policy and process improvements incorporating the full range of options for people, process or systems changes across all potential process types and channels.
• Quality measurement - Ability to design and implement quality measurement processes.
• Stakeholder relationships and credibility - To include : ability to build strong, credible and trusting relationships with colleagues in HR to the extent that they welcome your help to support them to achieve their goals.
• Benefits and Impact tracking - Ensure that there is a method and accountability for tracking the impact of any local operational changes at a customer, segment, process or Biffa wide level.


• Higher level education to A level standard or above
• Computer Literate (Microsoft office packages, email, Microsoft 365
• Knows what good customer service is
• Process review and improvement within customer facing or HR operations
• Process knowledge in one or more of the following: • • Customer Services
• • Human Resources

• Interpreting data and using it to drive investigative and improvement activity
• Process mapping tools, e.g. MS Visio Excel
• PowerPoint skills
• Business case documentation and delivery
• Quality measurement design and management
• Highly credible
• Accountability: Able to take responsibility for all work activities and personal actions
• Results and target orientated
• Commercial
• Continual improvement, bringing suitable challenge to the current way of working.
• Excellent data and written skills
• Stakeholder Identification, development and management.
• Strong presentation skills.
• Influencing, negotiating and facilitation skills
• Fosters dialogue and an energising atmosphere
• Highly organised and self-motivated
• Able to provide effective coaching to others
• Driven by a desire to create excellence data integrity and customer service
• Desire and aptitude to work in service to colleagues in the operation; helping them to provide excellent service to Biffa employees
• Prince 2 Practitioner or similar (desirable)
• Prior Risk or Quality Assurance roles (desirable)
• In depth knowledge of the current Biffa systems/technology solutions (desirable)
• Understanding of the current business policies, processes and procedures within Biffa Microsoft Project (desirable)


  • Microsoft Excel, HR, Data, Analyst