Senior Consultant ISO 10002 QMCS (Quality Management Customer Satisfaction)
Share
Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Inbox Business Technologies is hiring a customer-centric expert to enhance our clients complaint management and customer satisfaction processes. As a Senior Consultant for ISO 10002 you will design and implement effective Quality Management-Customer Satisfaction (QMCS) systems that turn feedback into actionable insights and drive lasting loyalty.
Employment Type: Full-time employment
Responsibilities
- Consult with clients to analyze their current complaint-handling processes and identify gaps against ISO 10002 and related standards (ISO 9001:2015).
- Design and implement fair transparent and effective complaint management frameworks including policies procedures channels and escalation paths.
- Develop key performance indicators (KPIs) and management reviews to monitor customer satisfaction trends and systemic improvement.
- Train client staff at all levels on customer-focused complaint resolution communication skills and root cause analysis techniques.
- Guide organizations on integrating the QMCS with their overall Quality Management System and CX/CRM technology platforms.
- Contribute to service line development with case studies and proposals.
Requirements
- Minimum 6 years of professional experience in quality management customer service excellence CX design or omni-channel customer operations.
- Deep practical understanding of ISO 10002 ISO 9001:2015 and customer satisfaction measurement models.
- Proven track record in improving customer satisfaction scores (NPS CSAT) reducing resolution times and implementing feedback loops.
- Strong analytical facilitation and workshop leadership skills. Experience with CRM/CX software is a plus.
- Bachelors or Masters degree in Business Administration Quality Management Marketing or a related field.
Equal Opportunity & Inclusion
We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race color religion sex gender identity or expression national origin age disability genetic information or pregnancy.
At Inbox Business Technologies we celebrate diversity and strive to create an inclusive space where every team member is valued. We strongly encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas experiences and voices to a company that believes in equality and embraces new ways of thinking.
Required Experience:
Senior IC
Key Skills
- Project Management Methodology
- Project / Program Management
- Change Management
- Order Management System
- Business Analysis
- Visio
- Data Management
- Project Management
- Metadata
- Management Consulting
- Data Analysis Skills
- Taxonomy
