Senior Associate Service Quality Specialist

kontakt: Marie Bílková, e-mail: marie.bilkova@global.ntt

Key Roles and Responsibilities:
" Monitor and analyze service delivery metrics and customer feedback to assess the quality of service provided.
" Conduct detailed analysis of service processes, identifying areas for improvement and recommending process enhancements to enhance service quality and efficiency.
" Collaborate with cross-functional teams, including customer service, operations, and process improvement, to drive the implementation of quality initiatives and best practices.
" Perform root cause analysis on service issues and customer complaints, and develop corrective action plans to address identified issues.
" Develop and maintain quality standards and guidelines for service delivery, ensuring alignment with customer expectations and industry best practices.
" Conduct regular quality audits and assessments to evaluate compliance with service quality standards and regulatory requirements.
" Provide training and guidance to service teams on quality standards, procedures, and customer service best practices.
" Close the loop with clients on Sad surveys received and derive an action plan.

Knowledge, Skills and Attributes:
" Good analytical and problem-solving skills, with the ability to analyze data, identify trends, and provide actionable insights.
" Knowledge of quality analysis methodologies, such as root cause analysis, process mapping, and statistical analysis.
" Familiarity with customer service principles, best practices, and quality management frameworks.
" Good communication and interpersonal skills, with the ability to effectively communicate findings and recommendations to stakeholders at all levels.
" Proficiency in using customer feedback and quality management software tools to collect, analyze, and interpret service data.
" Strong attention to detail and the ability to maintain accuracy while working with large volumes of data.
" Proficient in using Microsoft Office applications, such as Excel, PowerPoint, and Word.
" Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines.

Academic Qualifications and Certifications:
" Bachelor's degree in a relevant field
" Six Sigma yellow belt
" Quality control tools
" ITIL foundation

Required Experience:
" Basic experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organisation's products or services.
" Basic experience in driving continuous improvement initiatives and implementing corrective and preventive actions.

zaměstnanecké výhody:
5 týdnů dovolené
3 tzv. Sick Days ročně
Nadstandardní zdravotní péče (po zkušební době)
Poukázky na stravování + benefity café (Edenred)
Kompenzace mzdy v době nemoci až 21 dnů ročně
Občerstvení (káva, čaj, voda) na pracovišti zdarma


Směnný provoz: Jednosměnný provoz