Job title: Quality Assurance Coordinator – Reactive Lead
Job title: Quality Assurance Coordinator – Reactive Lead
Location: BMW - Oxford - Cowley
Mitie are seeking a Quality Assurance Coordinator in the Reactive team to manage the day to day contract delivery for all reactive work orders across a large manufacturing plant!

Key responsibilities will include:

• Ensure all open Reactive tickets across the BMW Account are allocated to appropriately skilled resource
• Required to fulfil operational KPI’s as indicated on the SLA scorecard
• Working with operational teams to ensure open Reactive tickets are progressed within contractual SLA’s
• Working with operational teams to ensure mitigatory reasons are discussed/agreed with client, ensuring Maximo is updated and SLA’s are met
• Record and keep logs of remedial work and trends
• Liaising with Operational teams and co-ordinating responses to accidents, Incidents and complaints from the client
• Route cause analysis of day to day issue for continuous improvement of processes and data
• Resolving issues that impact first time fix, double job handling and unnecessary sub-contracting
• Working with Service Assurance Manager to compile the monthly performance reporting related to Reactive Works
• Report/escalate to Management regarding all Reactive works in jeopardy
• To attend/host Operational ticket management review calls/meetings
• To carryout duties to comply with account compliance/auditing requirements

Skills & Behaviours:

• Excellent communication / customer services
• Microsoft Office skills
• Ideal to have basic knowledge/understanding of using a CAFM system
• Ability to solve problems positively
• Proactive and solutions driven
• Team player and accountable

• Ensure all open Reactive tickets across the BMW Account are allocated to appropriately skilled resource
• Required to fulfil operational KPI’s as indicated on the SLA scorecard
• Working with operational teams to ensure open Reactive tickets are progressed within contractual SLA’s
• Working with operational teams to ensure mitigatory reasons are discussed/agreed with client, ensuring Maximo is updated and SLA’s are met
• Record and keep logs of remedial work and trends
• Liaising with Operational teams and co-ordinating responses to accidents, Incidents and complaints from the client
• Route cause analysis of day to day issue for continuous improvement of processes and data
• Resolving issues that impact first time fix, double job handling and unnecessary sub-contracting
• Working with Service Assurance Manager to compile the monthly performance reporting related to Reactive Works
• Report/escalate to Management regarding all Reactive works in jeopardy
• To attend/host Operational ticket management review calls/meetings
• To carryout duties to comply with account compliance/auditing requirement