Quality Assurance Analyst

Quality Assurance Analyst

secteur d'activité Life Cycle Services emplacement Veghel, Netherlands. Type de contrat Full time

Your challenge

As  Quality Assurance Analyst (Global Service Desk) your key objective is to ensure that the quality of the service Vanderlande offers to its customers is consistent and meets both internal and external requirements. You will advise and report on the performance of Service Desk Engineers  measuring their metrics against several set standards and coaching them to become better in what they do.  

You will liaise with managers, team leaders and staff throughout the organization to ensure that the Quality Assurance system is functioning properly, and we reach the level of Service Quality that is expected of us. Where appropriate, you will advise on changes and how to implement them and provide training, tools and techniques to enable others to achieve our quality standards. Your goal will be to stimulate both personal and professional growth in your peers and across the organization to further improve our position in life as well as the corporate market.  


Focus areas are the coaching and auditing of the Service Desk Engineers of the Global Service Desk. You will analyse their workflow, assess current performance and propose possible improvements, which you will substantiate with facts and figures. You will initiate, execute and implement the initiatives to realise the anticipated improvements.  


Tasks & Responsibilities  

  • Conducts quality review of Service Desk Engineers’ performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.   

  • Reviewing customer SLA requirements and making sure they are met.  

  • Audits Service Desk Engineers' inbound and outbound phone calls, tickets and/or correspondence, observing performance, techniques, and application of guidelines and procedures.   

  • Verifies that Service Desk Engineers are providing up-to-date information, following current processes, and communicating effectively to customers, internal organization and/or suppliers.   

  • Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each Service Desk Engineer.  

  • Summarizes findings and recommendations and forwards to supervisor to use in performance assessments.   

  • Provides feedback on uniform application of guidelines and procedures.   

  • Provides critical data used to generate reports on the performance of the Global Service Desk.  

  • Identifies adverse performance trends and patterns.   

  • Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.  

  • Provides coaching, advice and guidance based on audit findings, and delivers performance feedback.  

  • Coordinates the onboarding of newly hired Service Desk Engineers to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.   

  • Audits and defines improvement actions on customer satisfaction.  

  • Is Key User for Service Management Tooling (DOS Maximo).  

Your profile

As Quality Assurance analyst, you have strong analytical abilities, together with an entrepreneurial approach in which you are not afraid to take the initiative and make decisions. You also have good communication skills, and you can think creatively and in conceptual terms. You are a self-starter, able to achieve savings and realise concrete improvements. As Vanderlande consists of people from all walks of life across the world, a good sense of Cross Cultural Sensitivity is expected of you.

  • Bachelor Degree in a relevant technical or IT related subject

  • You have experience with interpreting data analytics to derive insights and drive customer value

  • Experience within an international company and virtual lines

  • An ITIL certificate on Export or Master level

  • You have excellent communication skills

  • You can demonstrate success in cross-functional influence and driving change in matrices environments

Our company  
Vanderlande is the global leader for value-added logistic process automation at airports and in the parcel market, as well as a leading supplier of process automation solutions for warehouses. In this world of technology, we believe in people – especially those who are totally dedicated, customer-driven and keen to continue learning throughout their career.   

This is embraced by our Vanderlande Academy and International Talent Development programmes, with over 800 courses conducted every year. The focus is on freedom while being trusted to deliver, and this is one of the reasons why we received the highest rating of three stars in the Best Employer survey (The Netherlands).  

If you’re ambitious and take your long-term career seriously, then please contact us to explore this global opportunity to join a company at the top of its game. For more information or to apply for this challenging position, please visit careers.vanderlande.com   

If the challenging profile of Quality Assurance Analyst (Global Service Desk) appeals to you, apply now by filling in the application form and uploading your CV and cover letter. For more information about this vacancy, please contact Mirre Sengers, Senior Recruiter (+31 413 493 279) 

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