Customer eXperience Quality Manager

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In brief:

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Your main duties will include
  • Goal-Focused Formulation: Based on annually set goals, formulate clear KPIs and carefully monitor the results achieved.
  • Data magic: By analyzing data, creating reports and identifying trends, you work to improve overall customer satisfaction and efficiency.
  • Process Development: In order to increase efficiency and productivity, you will ensure the further development of existing processes, procedures and work instructions according to best practices.
  • Information Whisperer: As the person responsible for information assurance, you will work closely with the PI&M team to provide critical information to the Managed Services organization.
  • Trend follower: You identify trends and patterns from customer feedback via KTO, CSAT and complaints. In collaboration with stakeholders, you address issues and drive improvements, leading to sessions with Support Leads and Team Leads.
  • Continuous Improver: for each client, you will establish a Continuous Improvement Program and User Adoption Program aligned with the Technical Designer's roadmap.
  • Culture of Wisdom and Development: You will foster a culture of learning and development within the Customer Teams, by organizing training sessions and workshops on best practices and industry trends.
Discover. Design. Strengthen.
  • Explore the depths of user needs with careful, qualitative and quantitative studies. Uncover insights that form the basis for meaningful improvements in user experience.
  • Work side-by-side with your stakeholders to create a visual masterpiece. Build wireframes, interaction designs and prototypes that not only meet technical standards, but also seamlessly align with business goals and break the boundaries of intuitive user experience.
  • Dive into the digital wealth to take our solutions to the highest quality standards.
  • Communicate and coordinate. Collaborate on solutions and embrace improvements with our planners, developers, designers and architects.
  • Education and Empowerment: bring the power of knowledge to your colleagues. Support and guide them on the path of our customer journeys.
What you can expect from 'A Great Place To Work'
  • A salary between €4,200 and €7,100 (depending on your knowledge and experience).
  • A challenging job, in an ambitious organization with 130 IT professionals.
  • Collaboration with enthusiastic colleagues.
  • A unique bonus system, laptop, phone plan and lease car.
What we expect from you
  • HBO working and thinking level.
  • At least 10 years of relevant work experience.
  • In possession of the necessary certifications.
  • That you are decisive and have organizational sensitivity.
Salary:

€4200.00 - €7100.00 per month

Want to know more about this role?

Contact Roger Kaanen, manager of operations, 06- 11396016 or by mail.
By applying you explicitly agree with our privacy statement.

Publication date:

30-11-2023

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