Position Description:
As an integral member of the EMEA Customer Engagement Center (CEC) team you
would act as the key focal point for the quality control of CEC processes.
Key focus area would entail monitoring CEC quality and adherence to
established processes.

• Develop a quality program that delivers the continuous improvement of
troubleshooting and improved communication guidelines.
• Benchmark and ensure best practice sharing across all CEC locations
• Establish and manage a regular customer experience data analysis and
improvement program
• Drive across the Lenovo Services organisation a program of call listening,
mystery shopping and customer journey mapping
• Identify gaps in processes and the end to end customer experience.
• Determine leading indicators of overall Customer Satisfaction and Customer
Experience
• Work closely with key stakeholders such as regional service delivery
managers, technical trainers, customer care and the spare parts organisation.
• Ensure standardisation of CEC scripting and the proactive communications to
customers.
• Develop an omni-channel quality program
• Active engagement in CEC agent hiring with focus in validation of soft
skills and language.

Position Requirements:
Experience & Skills:
• 3-5 Years’ experience with process management and a proven track record in
continuous improvement in a customer facing environment.
• Strong analytical skills (root causing, data analysis and Lean Six Sigma)
• Strong skills to manage critical situations and work independently with
clear priorities.
• Exceptional communication and presentation skills.
• Competence in written and spoken English is essential. Fluency in another
European language would be an advantage.
• Awareness and the ability to communicate effectively in a multi-cultural
environment
• Proficient in the use of Corporate Desktop Software Applications, Outlook,
PowerPoint, Word, Excel.

Education/Training:
Degree or equivalent in an I.T. discipline would be preferred but not as
important as a proven track record in the relevant areas of experience.

Base gross monthly salary from 2100 EUR, depending on experience + variable
part