Overview
In this role you ensure deployment quality for assigned accounts and help sustain customer satisfaction. You will shape and monitor quality strategies, align delivery with client expectations, and drive continuous improvement. You collaborate with Delivery Managers and account leadership to manage CSAT and escalate prevention, leveraging early warning systems to avert issues. This position sits at the intersection of delivery quality, governance, and client success, offering impact across multiple projects and accounts.
Verantwoordelijkheden
- Implement deployment quality strategy for assigned accounts
- Contribute to strategy development considering standards, expectations, and monitoring mechanisms
- Review priorities to align with business unit goals
- Support customer satisfaction through Annual CSAT survey coordination and issue resolution
- Coordinate action planning with clients and delivery leadership
- Track account-level action plans for CSAT and project health
- Drive quarterly pulse surveys for selected accounts or projects
- Assist Account Leadership in managing client escalations to closure
- Create an early warning system in DigiQ to prevent escalations across delivery aspects
- Participate in Monthly/Quarterly Business Reviews to ensure quality processes and governance
- Drive upskilling of delivery teams on quality tools and knowledge management
- Publish regular process compliance metrics and dashboards
- Foster continuous improvement by sharing knowledge and mitigating risks across projects
- Plan year-on-year improvement goals via process streamlining and potential automation
- Define team expectations, set goals, and conduct performance reviews
- Lead geography-specific trainings and ensure adherence to country norms via Performance Nxt
- Lead engagement initiatives to monitor and improve team satisfaction
Belangrijkste vereisten
- Experience: 5-8 years
- Mandatory Skills: Quality Management
- Stakeholder management
- Strong communication
- Problem solving
- Quality management tools
- DigiQ early warning system
- Performance Nxt
M.Net Developer-Contract in Eindhoven werkgever: Jobrapido
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