Cs Senior Quality Specialist

Singapore, Singapore
- Customer Service
- 19989

**About Us**:
**Key Job Responsibilities And Duties**:

- General Provides thought and project leadership to the CS Training & Quality Team Leads & Regional Training & Quality (T&Q) Managers
- Responsible for continued innovation of QM methods & processes within the Quality team
- Drives overall Global Quality of service performance & improvement plans with OPS stakeholders & Global Support teams
- Builds solid working relationships and provides feedback to management and CS Learning & Development & Quality (L&D&Q) teams
- Evaluates performance results to identify areas of strength & areas for focus Represents Global Quality, stays connected with other teams to ensure actions & directions are in line with overall CS vision & objectives.
- Provides feedback to the Global Support teams regarding local coaching & training needs based on observation, performance data (QM and Training measurements).
- Leads by example, is an excellent mentor, assists other CS Global Support teams in the development & innovation in Quality of Service where needed
- Is an effective Change Manager, knows how to handle periods of change and lead through such periods, and displays motivating and encouraging behaviors.
- Is an effective manager of stakeholders who can work with all layers of the CS organization to innovate & safeguard Quality of Service for our customers
- Quality & Training Focus Collaborates with CS L&D&Q Teams to ensure proper quality assessments and coaching. take place to include: calibration, feedback loops, improvements, & innovations towards Quality Processes.
Measures performance and effectiveness of quality programs for the Regions, ensure consistency of performance is being met.
- Liaises with local and global stakeholders to advise on improvement plans, drive these plans with site, regional & global leadership and evaluate effectiveness of action plans.
- Monitors, implements and reviews process and procedures for the Quality Team, initiating and driving improvements.
- Ensures projects & other teams this role collaborates across have consistently high standards of performance output and maintain skills and knowledge at all times.
- Ensures local calibration activities take place, facilitate workshops and sessions that drive behaviors & performance consistently in the regions in line with CS vision & objectives.
- Evaluates measurements to innovate and continue to develop both specific task impact & soft skill effectiveness & impact on Quality of Service.
- Provides feedback on training materials to Global L&D Team & Regional T&Q Managers, ensuring materials are up to date and consistent with business and functional objectives.
- Trains and facilitates workshops and sessions for Quality Team members.

**Qualifications & Skills**:

- Broad Job Knowledge (3 - 5 years)
- COPC certification/ISO 9000 or comparable Quality Standards.
- LEAN or Six Sigma certifications (Quality Assurance led) advised, not required
- Data Privacy (GDPR) or Privacy in Technology certifications, advised but not required.
- PMP, ITIL or SCRUM project management certification, advised but not required.
- Proven track record in Quality Management & Quality Assurance.
- Complete understanding of CS operational environments, Process Improvement based on QA results as well as has managed large projects with diverse stakeholder groups that may extend longer than a quarter.
- Demonstrated track record of defining and executing Quality Management & Process improvement initiatives, designing and maintaining score cards for Omni-channel as well as can evidence having led implementation of those initiatives from start to finish.
- Focused on the Customer Experience and capable of being a champion for our customer and Quality of Service topics, while balancing business impact and actionable recommendations.
- Very high problem solving and organizational skills, with ability to simplify complex areas into specific action areas and drive results.
- Proactive and positive attitude
- Good communicator up and down as well as across groups with the ability to work with, influence & inspire, as well as align with many stakeholders.
- Flexible and capable to find the right balance between achieving best of class Quality of Service & delivering solutions at the right time for the organization.
- Experience within Customer Service willing & able to undertake international travel inside and outside of the EU, expected 10-15% of time.
- Desired COPC certification, Agile Project Management & ISO accreditation (PMP or Prince2 methodologies preferred) but not required.
- Business proficient in English
- Hybrid work arrangements - this role is required for 40% in person office attendance per week
- This role does not support work visa sponsorship nor relocation

**Benefits & Perks - Global Impact, Personal Relevance**:

- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavem