Service Quality Leader

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Job Description:

The opportunity:

Service Quality lead shall ensure company services meet or exceed customer expectations by developing quality control procedures, auditing processes, and analysing performance data.

How you'll make an impact:

• Define, document, and implement quality standards, policies, and procedures for services. Conduct regular audits of service processes to ensure compliance with internal standards, legal requirements, and industry codes.

• Train and mentor staff on quality processes, service standards, and customer experience best practices.

• Influence the quality assurance framework across Service units, driving initiatives that support and demonstrate consistent compliance with the highest standards.

• Drive initiatives that enhance skills, knowledge, and competencies across service units ensuring our services meet the highest standards and are delivered consistently by our service units.

• Identify gaps, conduct root cause analysis, and lead initiatives to eliminate defects and improve service delivery.

• Act as a liaison with Service units / internal departments to resolve quality issues and align on service goals.

• Conduct regular audits of service processes to ensure compliance with internal standards, legal requirements, and industry codes.

• Generate quality reports ensure adherence to regulatory requirements.

• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• You hold a bachelor’s degree in Engineering (Electrical /Mechanical).

• You should have 10-15 years in quality control, service management, or a related role.

• Experience in Quality roles and exposure to Customer complaints handling and Service handling process.

• Should be certified lead auditor in QMS. Should have experience in leading audit in factories / business units.

• Proven experience in having setup QMS in an organization from very basic stage to advanced level.

• Strong background in quality management and exceptional leadership abilities.

• Good communication skills.

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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