Senior Service Quality Expert
il y a 3 semaines
Are you passionate about delivering exceptional service quality and driving continuous improvement in a dynamic EU Public Organisations environment?
We are seeking a highly skilled Senior Service Quality Specialist to join our team in Strasbourg and support the delivery of high-quality services to our clients.
As a key member of our team, you will have the opportunity to shape and implement strategies that enhance service quality and ensure compliance with internal standards and directives.
Main Responsibilities:
- Develop and implement a Continuous Service Improvement (CSI) process with accompanying KPIs, reporting, and governance mechanisms.
- Contribute to service audits to verify compliance and recommend improvements.
- Collaborate closely with the Agency and vendors to identify improvement opportunities, create business cases, and prioritize projects to enhance service quality.
- Support management in improving the end-user experience, measured by monthly customer satisfaction (CSAT) scores.
Additional Responsibilities:
- Perform quality control of request for offers and corresponding technical offers.
- Improve and document quality processes, focusing on standardization and simplification.
- Oversee quality control of technical documents related to test deliverables.
Qualifications:
- Minimum of 4 years of relevant education (Master's degree or equivalent).
- At least 9 years of professional experience in the domain, with 3 years specifically in user support, training, or documentation writing.
Skills & Expertise Required:
- ITIL Certification (ITIL V3 Foundation essential; ITIL Practitioner or ITIL Expert desirable).
- PRINCE2 Certification is a plus.
- Strong background in quality procedures and continuous improvement.
- Proven experience managing 3rd party vendors in enterprise solutions.
- Excellent communication skills (oral, written, presentation, facilitation) with a strong ability to influence and build relationships with stakeholders.
- Technical understanding with the ability to translate into business concepts.
Additional Skills:
- ISTQB Certification and expertise.
- Experience in quality process improvement and documentation.
- Proficiency in quality control for request for offers and technical offers.
- Experience ensuring that contractual service requirements align with internal standards and directives.
- Strong coordination skills for managing internal and external stakeholders during drafting and review processes.
We are looking for a skilled and dedicated professional to join our team and contribute to delivering exceptional service quality and driving continuous improvement in our EU Public Organisations environment.
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