Senior Service Quality Specialist

il y a 3 jours

Strasbourg, France The White Team Temps plein

**Senior Service Quality Specialist - Strasbourg - EU Public Organisations**

**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.

**Additional Tasks**
- Quality control of request for offers and corresponding technical offers.
- Quality process improvement and documentation of quality processes, including standardization and simplification of such processes.
- Quality control of technical documents related with test deliverables.

**Education Requirements**

Minimum 4 years of relevant education (master's or equivalent) after secondary school.

**Job requirements**

**Minimum Experience Requirements**:

- 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

**Qualifications, Knowledge and Skills**
- Certification in ITIL/ITIL V3 Foundation essential, ITIL Practitioner or ITIL Expert desirable.
- Certification in PRINCE2 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 continous improvement or service management role.
- Very strong communication skills: oral, written, presentation, facilitation.
- Technical understanding with ability to translate into business concepts.

**Additional Qualification, Knowledge and Skills**
- ISTQB expertise and certification
- Knowledge about quality process improvement and documentation of quality processes, including standardization and simplification of such processes.
- Experience in quality control of request for offers and corresponding technical offers.
- Experience in verifying that the contractual service requirements specification is aligned internal standards and directives.
- Experience in review of technical documents related with test deliverables
- Strong coordination skills between internal and external stakeholders, both for drafting and review tasks.

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