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Senior Service Quality Specialist
Develop and oversee service quality improvement strategies for client satisfaction
Strasbourg, Grand Est, France
Senior
2 weeks ago
Uni Systems
A European IT solutions and services provider specializing in infrastructure, security, and enterprise application development.
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Senior Service Quality Specialist
At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Senior Service Quality Specialist to join our UniQue team.
What will you be doing in this role?
- Propose and implement a structured Continuous Service Improvement (CSI) process and methodology, including the definition of relevant Key Performance Indicators (KPIs), along with comprehensive reporting and governance mechanisms to ensure sustained service enhancement.
- Actively contribute to service audits by verifying compliance and identifying opportunities for service improvements, followed by actionable recommendations.
- Collaborate closely with the Agency and external vendors to identify potential improvement areas; assess and define the size, scope, and business cases required to support the implementation of these initiatives.
- Ensure that improvement projects are effectively prioritized in alignment with broader business needs, resulting in high-quality, actionable Service Improvement Plans (SIPs).
- Support the Contracting Authority's management by recommending and facilitating initiatives aimed at enhancing the end-user experience, with a particular focus on addressing insights derived from monthly Customer Satisfaction (CSAT) results.
About Uni Systems
A European IT solutions and services provider specializing in infrastructure, security, and enterprise application development.