Analytics – Developer / IT Specialist, Advisory

Business Background

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, with a core focus on Food & Beverage, Consumer Goods, Transportation & Mobility, Technology & Telco, Construction & Manufacturing, Energy and Renewables and Chemical & Processing.

Our products and services range from independent third-party auditing to certification and training; we also offer consultancy services, real- time assurance technology and data-driven supply chain transformation programs. our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.

LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates around £350m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

The next chapter for LRQA

As the preferred assurance partner for our clients, we are relentless in helping them respond to the era of Assurance 4.0.

Our decades of sector expertise in assuring assets and management systems, ensuring product integrity, responsible sourcing, navigating the energy transition and achieving net zero, and strengthening cybersecurity maturity will help them to anticipate, mitigate and manage risk wherever they operate, freeing them to focus on growth..

With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA’s next chapter is set to be an exciting, transformational period of growth. We’re well placed to build on everything we’ve done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.

Role purpose:

LRQA is seeking a highly skilled Analytics – Developer / IT Specialist with expertise in data back-end CMS/CRM content and analytics to join our Advisory team in Hong Kong or Singapore and accelerate the development and growth of our grievance mechanisms solutions and products. The ideal candidate will also have technical background in telecommunications, with the ability to troubleshoot issues, and find innovative solutions to improve accessibility and reliability of grievance mechanism networks.

The ideal candidate will be responsible for designing, developing, and maintaining the back-end systems that support our content management system (CMS) for our grievance mechanism service offering. LRQA already operates some of the world’s most successful grievance mechanisms and helplines for supply-chain workers. They generate rich data that can be used to identify challenges and improve conditions for workers. As we advance and scale our grievance mechanisms and helplines, we will need skills that can improve the system management and data analytics side of them – from how data is collected, processed, and managed to how it is visualized, analysed, and reported.

Key Responsibilities:

• Support data management back-end CMS/CRM content and workflows and generate monthly data summary reports for LRQA grievance mechanisms;

• Install, configure and maintain grievance mechanism and telecommunications systems, including toll-free phone number systems, VoIP, SMS, and social media applications;

• Configure new grievance mechanism back-end systems on Zendesk, including Triggers, Automations, Macros, and channel integrations;

• Customize helpline system reporting, utilizing data analysis tools such as Tableau, PowerBI, Python, and JavaScript, in alignment with client requirements / strategy and LRQA’s approach;

• Collaborate with cross-functional teams to ensure seamless integration of back end systems and improve extraction of data for reporting purposes;

• Troubleshoot and resolve technical issues related to data back-end functionality;

• Liaise with external providers (e.g. customer service software vendors) to ensure the smooth functioning of all system capabilities;

• Engage internal stakeholders to maintain alignment and to execute on shared plans to define, develop, and scale solutions, and stay up to date on industry trends and advancements to recommend upgrades and enhancements to LRQA CMS platforms;

• Implement security measures to protect data integrity and privacy;

• Uphold standards of LRQA platforms and systems, including project management systems, and best practices in data back-end development, and other processes

Key health & safety responsibilities:

Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, communicating results of risk assessments, and ensuring health and safety is considered in the planning and execution of all LRQA activities.

Manage your own, and your team’s, compliance with health and safety rules, instructions, systems and legal requirements to ensure employees are suitably trained and adequate resources are available to work safely.

Technical / Professional Qualifications / Requirements:

4-6+ years of relevant experience

Bachelor’s degree in computer science, data science, information technology, statistics, or related field; Master’s preferred

Proven experience in developing data back-end solutions for CMS/CRM platforms

Hard data analytics skills required, including familiarity with or ability to quickly master Zendesk, Tableau or other data visualization tools, JSON, and Python

Familiarity with content management systems (e.g. WordPress, Drupal) and CRM software

Excellent problem-solving skills and attention to detail

Fluent in written and spoken English

Strong written and spoken communication and presentation skills

Capacity to work across different time zones and to hold meetings outside of regular local working hours