THE COMPANY

Cubic³ provides advanced software-defined vehicle solutions to over 200 countries around the world. Our powerfully smart connectivity enables leading automotive, agriculture, and transportation OEMs to deliver innovative new services and fully compliant in-vehicle experiences that customers desire, regardless of local market requirements.

ESSENTIAL EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in quality management, Business Administration, or a related field.
• Minimum of 5 years of experience in quality assurance or quality management, preferably within a customer support or service environment.
• ITIL v4 certification required.
• Strong knowledge of quality assurance methodologies, tools, and best practices.
• Experience in developing and implementing quality frameworks and continuous improvement initiatives.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency with quality monitoring tools, CRM systems, and reporting software.
• Certification in quality management (e.g., CQE, CQM, Six Sigma) is desirable.
• Detail-oriented with a strong commitment to quality and customer satisfaction.
• Excellent communication, interpersonal, and leadership skills.
• Ability to influence and collaborate effectively across multiple teams and levels within the organization.

DESIRED EXPERIENCE AND QUALIFICATIONS

• Certification in quality management (e.g., CQE, CQM, Six Sigma) is desirable.
• Experience using tools like Jira & Confluence to capture & report issues & key project updates.
• Experience in building and delivering training.

THE ROLE

Cubic³ are looking for a Service Delivery Quality Manager who will be responsible for developing, implementing, and managing quality assurance processes and standards to ensure exceptional customer experience. This role involves monitoring support interactions, identifying areas for improvement, and driving continuous improvement initiatives aligned with organizational goals and Service Level Agreements. The role reports to the Integration, Quality, Process and Test Support Lead and is based in Dublin, Ireland.

RESPONSIBILITIES OF THIS ROLE:

• Quality Assurance Management: Develop, implement, and maintain quality assurance frameworks, standards, and procedures within the Support Department. Regularly review and refine quality processes to ensure alignment with industry best practices and customer expectations.
• Performance Monitoring and Evaluation: Monitor and evaluate support interactions to ensure adherence to quality standards and procedures. Provide regular feedback and coaching to support team members to enhance service quality and performance.
• Continuous Improvement Initiatives: Identify trends, gaps, and opportunities for improvement within support processes and customer interactions. Lead continuous improvement projects aimed at enhancing customer satisfaction, efficiency, and overall support quality.
• Reporting and Analysis: Prepare and deliver regular quality performance reports, highlighting key metrics, trends, and improvement opportunities. Analyse customer feedback and satisfaction surveys to identify areas requiring attention and improvement.
• ISO certification: Design and develop a comprehensive ISO certification roadmap tailored to the organization’s needs. Lead the implementation of ISO standards across all relevant departments and ensure compliance with regular audits and assessments to identify areas for improvement.
• Training and Development: Collaborate with various stakeholder teams to develop and deliver quality-focused training programs. Ensure team members are equipped with the necessary skills and knowledge to meet quality standards.
• Stakeholder Collaboration: Work closely with cross-functional teams (e.g., Product, Engineering, Account Management) to address quality-related issues and drive improvements. Act as the primary point of contact for quality-related matters within the Support Department