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Senior Service Quality Specialist
il y a 1 semaine
Our client within the European Institutions is currently looking for a Senior Service Quality Specialist to work on poposing and implementing a Continuous Service Improvement (CSI) process and methodology with accompanying Key Performance Indicators (KPIs), reporting and governance mechanisms.
Languages needed ITILPRINCE2
Tasks:
Propose and implement a Continuous Service Improvement (CSI) process and methodology with accompanying Key Performance Indicators (KPIs), reporting and governance mechanisms
Contribute to service audits to verify compliance and recommendations of service improvements
Work closely with the Agency and vendors to understand improvement opportunities and to size, scope and generate business cases that support the implementation of improvement projects whilst effectively prioritising against the other needs of the business to ultimately produce quality service improvement plans
Assist the Contracting Authority's management to take action for the improvement of the end user experience, as measured by monthly customer satisfaction (CSAT) results
Requirements:
B2 level of English minimum. Any level of French is an asset.
Minimum 4 years of relevant education (master or equivalent) after the secondary school.
Minimum 9 years of professional experience in the domain, of which
Minimum 3 years of relevant professional experience in user support, training or documentation writing.
Certification in Prince 2 is considered an asset;
Experience with quality procedures;
Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships;
Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution Previous experience in a continuous improvement or service management role;
Very strong communication skills:
oral, written, presentation, facilitation;
Technical understanding with ability to translate into business concepts. #J-18808-Ljbffr
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