Associate Specialist, Service Quality

Job Description: This position ensures efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role will work closely with APLL functional teams and will focus on implementation of new processes as well as analyzing current processes to identify and implement efficiency and service delivery opportunities including global profile administration and user access control.

Responsibilities

• Support process design of standard processes in cooperation with GBS Operations and SQ function.
• Monitor processes and KPI, suggest, test and implement improvements.
• Ensure deployment of defined processes (coordination with internal and potentially 3rd parties).
• Ensure proper documentation of all processes.
• Act as a change management facilitator for implementations of new processes and applications.
• Support customer implementation projects.
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