quality and customer satisfaction officer (h/f) in Laken
Laken, Brussels Hoofdstedelijk Gewest
¿ Insure that quality issues affecting Customers are solved quickly and effectively through containment, correction and prevention steps;
¿ Insure that complaints are resolved effectively and without delay to increase customer satisfaction;
¿ Insure that complaints not resolved at the entity/country level are escalated and taken into
account in the competent entities and drives follow-up with these entities
(Product/Engineering department, plant, distribution center, etc);
¿ Identify the dissatisfaction & satisfaction drivers from the customers, drill down to root
causes and monitor improvement plans;
¿ Be a Customer Advocate and support the corporate culture of customer centricity;
¿ Perform audits and analyze results as specified by quality systems and methods.
¿ Responsible for Issue to Prevention process execution (I2P). This implies proactive and reactive support for mainly technical issues;
¿ Monitor quality performance and provide guidance to other teams on I2P processes in order to increase customer satisfaction and to make sure the company is working as effectively as possible.
¿ Focus on Customer satisfaction as the primary driver of continuous improvement initiatives.
We are looking for a candidate that meets the following qualifications:
¿ Several years of experience in a technical environment, preferably with some first experience
in quality management;
¿ Education level : Master of science, applied science Electricity, Electronics (industrieel
¿ Six Sigma or Lean knowledge is an asset.
¿ Skills: communication, persuasiveness, interpersonal skills, problem solving, organising and
planning, numerical and statistical ability, an aptitude for analysis, teamworking, appreciation
of other work disciplines, such as engineering and science, being able to influence others to drive changes;
¿ Customer oriented mindset: customer experience is leading;
¿ Results and process oriented;
¿ Ability to communicate on all different levels in relation to internal and external stakeholders;