- Service Quality Standards Definition: Conduct Stakeholder Interviews & Engage with key stakeholders to understand expectations and requirements for service quality.
- Research Best Practices: Investigate industry best practices and standards related to service quality.
- Develop Customized Service Quality Standards: Draft clear, measurable, and customized service quality standards based on the gathered insights and best practices.
- Service Quality Improvement Strategies: Baseline: Establish baseline levels of the Client's Digital Workplace Centre services based on the historical data.
- Gap Analysis: Perform a comprehensive gap analysis to identify current service quality strengths and areas for improvement.
- Strategy Development: Based on the gap analysis, devise tailored strategies and action plans to enhance service quality.
- Implementation: Execute the identified strategies, incorporating feedback from stakeholders throughout the process.
- Training and Communication: Provide necessary training to staff and communicate changes in service quality standards and procedures.
- Reporting Mechanisms: Key Performance Indicators (KPIs): Identify and establish relevant KPIs to measure service quality.
- Data Collection: Implement systems for consistent data collection related to service quality metrics.
- Reporting Framework: Develop a reporting framework that includes regular reports and dashboards to visualize and communicate service quality performance.
- Stakeholder Communication: Establish a communication plan to Duties & Role: regularly update stakeholders on service quality progress and achievements.
- Document Service Quality Standards & Service Quality Improvement Strategies and Action Plans
- Implement Service Quality Initiatives
- University discipline in a relevant field
- Demonstrated proficiency in crafting Service Quality Models aligned with Industry Standards and tailored or Organizational needs,
- Fluent understanding of quality benchmarks like SERVQUAL, ISO 9000, TQM, with a specific emphasis on IT services
- Skill in partnering with Technical Experts to formulate metrics and Key Quality Indicators (KQIs) for NDWC services
- Proven expertise in presenting reports and delivering presentations to various management levels, planning from entry level to executive
- Certifications in widely recognized Service Quality Standards and/or Frameworks are considered advantageous.
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Service Quality Engineer - Braine-l'Alleud, België - Uni Systems
Beschrijving
At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Quality Engineer to join our UniQue team.
What will you be doing in this role?
Requirements
What will you be bringing to the team?
At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.
