Senior Service Quality Expert

il y a 3 semaines


Strasbourg, Grand Est, France Engineering International Belgium Temps plein

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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