Service Quality Engineer

at  Enterpryze Consulting Ltd

SERVICE QUALITY ENGINEER

• Working Location: Braine L’Alleud, Belgium
• Security Clearance : NATO Secret
• Language: High proficiency level in English language

ESSENTIAL QUALIFICATIONS/EXPERIENCE:

· 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, panning from entry-level to executive
· Certifications in widely recognized Service Quality Standards and/or Frameworks is considered advantageous

· Define Service Quality Standards: Develop clear and measurable service quality standards based on recognized Service Quality Framework tailored to NATO Digital Workplace Centre
· Implement Service Quality Improvement Strategies: Design and execute initiatives, activities, and tasks to enhance service quality based on the defined standards
· Establish Reporting Mechanisms: Develop a robust automated reporting system to regularly monitor and communicate service quality metrics and improvements to different levels of management: strategic, tactical, and operational
· Service Quality Standards Definition:
ü Conduct Stakeholder Interviews: Engage with key stakeholders to understand expectations and requirements for service quality
ü Research Best Practices: Investigate industry best practices and standards related to service quality
ü 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:
ü Baseline: Establish baseline levels of the NATO Digital Workplace Centre services based on the historical data
ü Gap Analysis: Perform a comprehensive gap analysis to identify current service quality strengths and areas for improvement
ü Strategy Development: Based on the gap analysis, devise tailored strategies and action plans to enhance service quality
ü Implementation: Execute the identified strategies, incorporating feedback from stakeholders throughout the process
ü Training and Communication: Provide necessary training to staff and communicate changes in service quality standards and procedures
· Reporting Mechanisms:
ü Key Performance Indicators (KPIs): Identify and establish relevant KPIs to measure service quality
ü Data Collection: Implement systems for consistent data collection related to service quality metrics
ü Reporting Framework: Develop a reporting framework that includes regular reports and dashboards to visualize and communicate service quality performance
ü Stakeholder Communication: Establish a communication plan to regularly update stakeholders on service quality progress and achievements