Offer Quality Leader-Services LoB

Accountable for E2E Quality for Service Offers

We’re looking for Quality Leader who’re accountable for quality excellence delivered to our customers and our customer satisfaction, timely and effectively management of customer containment action (Business Risk escalation, Root causes analysis...), the prevention action to avoid recurring issue, as well as to provide project quality control during the offer creation in Agile transformation environment, coach and help project teams on Quality mindset.

Roles:

• Supervise the complete scope of quality (Design, manufacturing, supply chain, supplier .. ) for an existing Service offer under service LOB responsibility to improve customer experience .
• Promote the quality mindset within Service LOB and drive continuous process improvement 
• Secure collection and Analyze all data relative to quality (I2P, Customer Survey or feedback , manufacturing quality , supplier …)
• Define annual quality targets and roadmap for offer in charge. Ensure effectiveness of quality improvement activities and drive follow up
• Animate and ensure the efficiency of the Technical complaint Analysis process.
• Represent the customer in the Product evolution process. Ensure the quality of the evolution’s impact analysis, risk management and provide all quality deliverables
• Support Mother BUs PWP project when there is transfer of technology (risk analysis, product control specification...)
• Drive the quality issues resolution and prevention using 8D, and lean 6 Sigma and coordinate with Operation.
• Ensure the proper information is provided to customer in case of quality issue, offer evolution and Withdrawal
• Drive risk analysis for customer for non-conformant product or quality issue
• Decide on stop of delivery or derogation
• Support Service Offer creation team in Agile transformation environment - for waterfall project, following OCP process, put in place proper risk management and mitigation plan, all check points on-time ready and critical deliverables validated before stage gates
• For Service Offer Creation project teams, ramp up quickly to be capable to guide, coach team to set up quality mindset at team level, and help team to be accountable on quality of deliveries, and mitigate risks thru mitigation plan / task in sprints
• Support Agile transformation at LoB level from quality perspective, be E2E accountable for Quality on new Service Offers

Interaction:

• Service PQL & Agile Transformation Agency
• Service Offer creation project / squad teams
• Ecofit centre CS&Q
• OQLs in Product Bus
• Country & Global CS&Q functions

Key Metrics:

• Customer touch point Experience
• Offer quality Performance
• Delivery Performance
• Complaint management (BRE, CMI , ..)
• Warranty cost and Non quality cost   

Qualifications - External

Profile:

• 5 years+ OQL experience + 2 years Project Quality experiences
• Basic Agile knowledge (real Agile project experience is a plus)
• Openminded for new way of working – doing quality control in smart way
• Solid background in Medium and Low voltage (Technical, Industry, R&D), background with Secure Power is a plus
• Black belt is a plus
• Strong influence and convincing skills, coaching skills is plus
• Communication ( listening, written ,  verbal communication , crisis management )
• Multicultural skills and experience
• High capabilities to prioritize
• Fluent English