Service Delivery Experience - Quality Assurance Expert

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Requirements:

• Demonstrates extensive knowledge and experience in Finance and procurement.
• Holds an IT university bachelor's degree or equivalent 5 years of experience in IT, contact center, or shared service center.
• Must have at least one certification in ITIL v4, Six Sigma, or Agile methodology.
• C-level fluency in English is required.
• Has a minimum of 2 years of experience and in-depth knowledge of quality management system (QMS) procedures.
• Proficient with ServiceNow ticketing tool, Apple and Microsoft operating systems, Google Suite, Microsoft Office products, SAP, SharePoint, and video conferencing systems.
• Exhibits excellent troubleshooting, problem-solving, and customer service skills.

Responsibilities:

• Define and maintain internal processes and guidelines for daily business operations, addressing redundancies and gaps.
• Collect and analyze performance data from various sources to measure and assess overall IT EXO operations.
• Propose and implement improvement actions, including monthly ticket evaluations and call quality concepts.
• Ensure workflows and processes are harmonized and documented, with proper training provided, focusing on efficiency, effectiveness, and end user satisfaction.
• Track results and performance against KPIs, analyzing trends and proposing improvements.
• Conduct ongoing support quality reviews and disseminate findings to leadership and the training team for continuous improvement.
• Communicate with global SDX and target audience, planning and delivering regular communication materials.