Role: Process Quality Lead
Contract: Permanent
Domain: Customer Service
Salary: 46k - 50k EUR + 10% bonus
Language: Fluent in German and English
Location: Dusseldorf Office
Our client is the largest listed company in the world and one of the best employers in Germany, as well as one of the global & digital IT service providers. the company provides validation services to companies in the fields of finance, insurance, manufacturing.
About the role: Perform quality audits to measure accuracy identifying errors and closure of transaction in specified timelines. Decisive in RCA and in tracing responsibility, determine the follow up requirements and mode of follow up. Identify and communicate opportunities for continuous process improvement and interact effectively with upstream and downstream teams discussing process updates and process gaps. You must understand business Impact of errors downstream with clear written & oral communication skills (with internal customers).
Responsibilities:
- Responsible for monitoring and ensuring Service Quality Plan adherence.
- Work in conjunction with the Team Leaders and the Operations Managers
- to ensure performance and quality standards are adhered.
- Conduct & facilitate Internal & External audit (Like ISO Audits, Independent Assessment etc.)
- Establishing & strengthening QC Practices as per process & business requirement.
- Support to QC's, TL & Managers in driving Quality Improvements
- Direct employees to ensure highest standard of quality so that the organization
- meets both internal and external requirements
- Tracking & analysing customer complaints.
- Preparation of Table F, FMEA, SDQ Matrix, Quality Dashboards report etc.
Requirements:
- Bachelor’s degree
- Work Experience 1-2 years
- Six Sigma/ Lean: Yellow Belt Certified/trained or Green Belt Trained
- Good English & German skills, good command over written and spoken language.
- Good command over MS-Excel and MS-PowerPoint, SAP Knowledge will be an advantage
- Process Improvement: Problem solving skills, Data Analysis, Presentation Skills
Skills:
- Business Focus & Client Centricity
- Analytical Ability, Driving Organizational Results, YB/Lean Certified
- Strong MS Office Tools - Excel, Word, PowerPoint, Visio
- Quality and Continuous improvement, Learning and Innovation
- Quality Assurance
- Process management
- Change Management
- Audits and Assessments
- Service delivery quality
- Conducting trainings
- Has six sigma and lean understanding
- Lean / Six Sigma GB trained or certified