Service Delivery Experience - Quality Assurance Expert

Job description

The Position

We are looking for you to join Roche and our Roche Services & Solutions Center in Budapest.Roche is a global healthcare company offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. We are continuously expanding, looking for new talents to join our transforming Services & Solutions Center. We offer a flexible working framework (1 office day/week on average) and provide fully remote working conditions within Hungary.

What we do:

The “Service Delivery Experience - Quality Assurance Expert” is responsible for two main areas: the quality of the Service Desk Operation /EXO (ticket and call quality concept creation and execution) and all related continuous service improvement (lean process improvement and optimization) activities. This role partners with the existing Senior IT Service Desk Analyst primary roles, the supported location representatives and the global or local support teams. The role is accountable for championing service quality and process improvement within the organization.

Your day to day responsibilities are:

• Creates & Maintains Internal Operating Models

• Defines & maintains required internal processes & guidelines to manage the daily internal business

• Addresses possible redundancies and/or gaps in the internal modus operandi

• Addresses corresponding issues & escalates issues, if required

• Measures & Assesses the Overall Performance of Internal Operations

• Collects information, reports & feedback from various sources (performance against KPI’s, operational reports, GEOS, ITSS, local IT site satisfaction surveys, etc.) to measure, assess & judge IT EXO operations

•  Applies Improvement Measurements

• Ticket evaluation on a monthly basis focusing on the 5 main areas (Security & compliance, Communication Soft Skills, Documentation Skills, Process Adherence)

• Implementation of call quality concept

• Proposes & implements improvement actions, engaging required stakeholders inside, or outside, of their organization

• Assures workflows & processes are harmonized (e.g. communication workflows, incident handling), corresponding documentation is in place (in Knowledge Management or elsewhere), & people are trained

• Focuses on improvements to processes & procedures across the EXO team, to drive efficiency, effectiveness & end user satisfaction & supporting defined strategies

• Tracks Results & Performance

•  Tracks results & improvements relating to people & performance against KPI’s

• Analyzes Trends & Proposes Improvements

• Analyses current & future trends, & proposes improvements in the resource allocation & workforce planning

• Reviews End User Support

• Performs support quality reviews on an ongoing basis, to look for ways to achieve improvements to end user support (including quality reviews from listening to calls)

• Disseminates Quality Assessment Findings

• Disseminates quality assessment findings to leadership, the training team

• Leads the designated Focus Area

• Coordinates the team with their Quality and Continuous Service Improvement related activities

• Organizes and facilitates regular meetings

• Drives the ServiceNow Feedback Management activities

• Drives the ITSS analysis, based on which an action plan is created, proposed to the related parties and is followed-up

• Coordinates with the global EXO team and ODEX

• Communicates with global SDX and target audience

• Plans & delivers regular & planned communication materials to their target audience using a variety of channels & media (newsletters, round-ups, KPI reports, etc.)

• Advertises & promotes stakeholder engagement & stakeholder benefits, shares experiences & positions their organization as an effective business partner

As a qualified expert, you have: 

• IT university bachelor degree is desired or equivalent 5 years experience in an IT, contact center or shared service center field.

• At least one certificate or demonstrated experience working under one or some of the following frameworks:

• ITIL v4

• Six Sigma

• Agile methodology

• Fluency in English

• Minimum of 2 years demonstrated experience and in-depth knowledge of quality management system (QMS) procedures.

• Good knowledge of ServiceNow ticketing tool 

• Familiarity on monitoring processes and service inspection through known quality tools including but not limited to call recording, ticket evaluation and CCMS management.

• Technical knowledge of the Apple and Microsoft operating systems

• Good understanding on Project Management matter

• Extensive work experience and a good knowledge of the Google suite, Microsoft Office products, SAP, Sharepoint and video conferencing systems

• Good knowledge and experience in supporting workplace devices such as Macintosh, Windows computers, tablets, smart devices e.g. iPhones, printing solutions

• Good understanding of corporate wired/wireless networks

• Good knowledge of related areas

In exchange we provide you with:

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & trainings, the possibility of international assignments, internal position changes and the chance to shape your own career. 

• Excellent benefits & flexibility:  competitive salary and cafeteria package, annual bonus, language allowance, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice, and its conditions can be tailored for employees according to needs. We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.

• A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 1400 employees in Hungary.

Roche is an Equal Opportunity Employer.