Delivery Quality Assurance Specialist - Customer Experience and Performance Area
Delivery Quality Assurance Specialist - Customer Experience and Performance Area
Posted on :
27-06-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities
1. Quality Monitoring and Auditing
Education and Qualifications
This role offers an exciting opportunity to make a significant impact on service quality and customer satisfaction while driving continuous improvement initiatives. Join a dynamic team dedicated to excellence and innovation.
1. Quality Monitoring and Auditing
- Proactively monitor and ensure service delivery compliance with defined standards (SOPs SLAs internal policies and relevant regulations).
- Plan organize and lead internal quality audits on delivery and support processes identifying areas for improvement.
- Create clear and concise audit reports and collaborate with stakeholders (delivery and operations teams) to define and implement corrective action plans.
- Diligently track and validate the implementation of corrective and preventive actions ensuring resolution of issues.
- Collect structure and deeply analyze customer feedback using tools like surveys interviews focus groups and scorecards to identify trends and critical areas.
- Strategically collaborate with operations and product/service development teams to integrate customer feedback into service improvement strategies and innovation initiatives.
- Actively contribute to data-driven continuous improvement initiatives (Lean Kaizen).
- Develop and maintain clear guidelines and procedures regarding project methodology and service delivery deliverables ensuring consistency and scalability.
- Provide effective support for tickets and change requests (CRs) related to service delivery components (processes quality compliance).
- Actively participate in the development and updating of organizational quality documentation.
- Deliver training or awareness sessions on best practices and quality standards to relevant teams.
Education and Qualifications
- Completed higher education (preferably in IT engineering management quality economics or related fields).
- Having certifications in quality (like PMP Book Prince2 Agile Project Management ISO 9001 Auditor Lean Six Sigma - Green/Black Belt COBIT ITIL) is a big plus.
- Minimum of 3 years of relevant experience in similar roles (quality assurance internal/external audit process improvement service delivery management operations excellence).
- Proven experience working with complex processes and continuous improvement initiatives.
- Strong applied knowledge of quality and service delivery standards (e.g. ISO ITIL COBIT).
- Experience with VoC and audit tools (e.g. Qualtrics Medallia Power BI Tableau Advanced Excel).
- Good understanding of the ITIL framework or other service management methodologies is a key advantage.
- Experience with CRM ERP or other data management platforms.
- Exceptional attention to detail and precision.
- Excellent verbal and written communication clear structured and persuasive.
- Strong analytical and synthesis skills with the ability to identify root causes and propose effective solutions.
- Proactive and improvement-oriented mindset with the initiative to identify and implement solutions.
- Strong teamwork abilities and the capacity to influence and collaborate effectively without direct authority.
- Results-oriented with the ability to manage multiple tasks and deadlines.
This role offers an exciting opportunity to make a significant impact on service quality and customer satisfaction while driving continuous improvement initiatives. Join a dynamic team dedicated to excellence and innovation.
Required Experience:
Senior IC
Employment Type
Full-Time
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