Service Quality Assurance Manager

Nasze wymagania: Excellent communication & stakeholder management skills. Good analytical & problem-solving skills. Prior experience of working in customer facing roles either in Delivery or Quality preferably in Infrastructure Services or Digital Operations. Prior experience of working / managing voice processes / customer service support. Experience in implementing ISO standard and previous experience in planning for Audits. Prior experience in leading Lean / Six Sigma projects as Lead or a team member. Exposure to Lean Six Sigma, ITIL framework preferred O projekcie: Location and Work Mode: Gdańsk, 2 days per week from the office Working hours: 9am-5pm CET A Service Quality Assurance Manager (SQA) is responsible for improving Customer Satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys. He/she will be responsible to ensure compliance to governance practices (SDR/MBR & QBR) within the account. Drive Continual Service Improvement Projects (Lean, Six Sigma) to address key account & customer challenges. Drive Quality Assurance to ensure consistent & predictable delivery of services through implementation of Account Quality Plans & Wipro Standardization practices. This is a very critical position and involves interaction with customer and Wipro leadership. Zakres obowiązków: Own and drive customer satisfaction, process compliance & continuous service improvement for the assigned account(s) Facilitate customer satisfaction surveys (Annual CSAT & Project CSAT), analyze feedback, develop action plan to improve customer perception and track to closure. Ensure ITIL operational process compliance for the program to deliver the services Set up and improve ticket level customer satisfaction (TCSAT) and Deploy ticket audit processes/BOT. Own and manage continuous improvement program/themes (SIPs, Lean Six Sigma, Customer Success Stories etc) Showcase process improvements and present quality parameters to customer on an on-going basis. Conduct regular reviews of the account health/ service delivery status and identify critical risks proactively and track it to closure. Ensure SLA compliance, facilitate in conducting RCA for SLA misses and action planning. Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services) Train and mentor account teams on the process frameworks and improvement methodologies Oferujemy: Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria) Premium medical services for employees and family members (Luxmed) Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund Social Fund benefits: holiday bonuses, kindergarten allowances, etc. Integration and cultural events for employees Reward and recognition programs for high performers Employee Referral bonuses Relocation assistance: accommodation, travel, and other covered expenses Friendly and inclusive company culture