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Expert - CI
2 months ago
Job Description
Accountability for the implementation and improvements of respective function’s processes and
standards in the country, including quality performance and issue resolution, driving an
ongoing improvement in overall performance.
The Expert/SME works with the BAU leader(s) supporting budgetary / resource planning
and monitoring, performance management and cost leadership initiatives through
productivity initiatives
Responsibilities:
1. Accountability for Quality and Productivity improvement of the respective department in the
country. Drive an on-going focus and improvement in Right First Time delivery to contribute
to client satisfaction. This will include:
a) Responsibility for department quality performance monitoring, reporting and analysis.
b) Work with other Ops. Function leads in the country to manage projects and deliver on
clients’ commitments.
c) Participation in Quality improvement plans (inc. Quality Walk, Quality Focus Meetings,
Root Cause Analysis activities, Operational Excellent programs)
d) Work with Client Liaison management team to support the creation, monitoring and
execution of quality plans for strategic and hot spot clients
e) Work with operations team to identify focus areas - country / type of errors
f) Work with the Quality lead and BI team on First time right and cycle time reporting
g) Up-skill on platform functionality and process improvement
2. Must be having Operations experience specifically supporting transition.
3. Ensure appropriate communication and escalation of issues to relevant senior stakeholders.
4. To lead the resolution of operational issues in collaboration with other pillars. Driving focus on
issue correction and prevention (through Quality Focus and Root Cause Analysis).
5. Manage close links with Enablement leads and Input Validation Managers - ensuring our
country quality and delivery standards are met / exceeded, ensuring high levels of customer
satisfaction on product content.
6. Support Enablement with SOP roll out
Additional Information
Our Benefits
Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP)About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
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NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center:
