Quality Assurance Leader/Lead (Process Automation)
About the role
End-to-End Customer Experience (CX) & Quality Excellence and Safety Offer for a subset of the Process Automation offers. Manages the complete scope of Quality actions for existing offers to improve the Customer Experience. Accountable for the following elements for the offer(s) in charge for all countries: Quality Excellence of the offers delivered to the customers; Timely and effectively management of customer complaint actions (Containment, Business Risk Escalation, Expert Assessment, OSA, etc.); Prevention actions to avoid recurrent issues; Quality targets; Effectiveness of quality improvement by driving follow-up with factories including setting-up surveillance plans and ensuring timely execution; Proper application of reference processes (i.e. PEP, Quality Alert); Major Quality Issues resolution. Key Metrics: Offer Quality Performance, Field Failure Rate (FFR), Software Quality Index (SQI) Reporting. Reports to Sr. Manager for Offer and Project Quality, Process Automation.
Responsibilities
- Manage the complete scope of Quality Excellence and actions for existing offers: Define Quality Strategy for the offer in