Expert, IT Services Quality Management

I. Job Description:
- The position plays a crucial role in ensuring that services provided by the organization consistently meet or exceed customer expectations. He/She will be responsible for developing, implementing, and overseeing strategies to enhance service quality, improve customer satisfaction, and drive continuous improvement in service delivery processes.
II. Key Responsibilities:
1. Develop and implement service quality standards and benchmarks to measure and monitor the quality of services provided.
2. Analyze customer feedback, surveys, and performance metrics to identify areas for improvement in service quality.
3. Design and implement training programs to educate employees on service quality standards and customer service best practices.
4. Collaborate with cross-functional teams to ensure alignment of service quality initiatives with organizational goals and objectives.
5. Lead service recovery efforts by developing and implementing strategies to address service failures and customer complaints effectively.
6. Conduct regular audits and assessments of service operations to identify opportunities for process improvement and efficiency.
7. Drive a culture of customer-centricity within the organization by promoting a focus on customer needs, expectations, and satisfaction.
8. Implement tools and techniques, such as the SERVQUAL model, customer journey mapping, and Net Promoter Score, to measure and track customer satisfaction levels.
9. Stay informed about industry trends, best practices, and emerging technologies related to service quality management.
10. Prepare reports, presentations, and recommendations for senior management on service quality performance and improvement initiatives.