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Service Quality Manager

Kyiv Strategy Consulting
2 месяца назад
21 марта 2023
Киевул. Контрактова площа 10А

Kyiv Consulting LLC (Kyiv Consultingis a leading Ukrainian Business Consultancy Company. We are a Team of 150 professionals successfully operating in Ukrainian market for almost four years.

We are also well-known for our latest pro-bono project KYIV RYSING, devoted to the topic of War in Ukraine.

Our Professionals have an in-depth expertise in Corporate Finance, Digital Consulting, Sales & Marketing Consulting, Nearshoring Consulting, Strategy & Transformation Consulting, Project Management Consulting.

We are glad to announce the position of a Service Quality Manager (EN/DE)

Position mission: together with the Business Leaders create a quality-control system with the working tools that will sustain a proper performance level with the quality check criteria.

Tasks Overview:

  • Work with the Management team on business processes definition and description
  • Discover and define business processes' bottlenecks
  • Formulate and develop key performance indicators (KPIs) for optimization efforts
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Define critical success factors and KPI for the defined processes
  • Drive corporate operational excellence initiatives such as Lean, Total Quality Management, etc.
  • Review and update performance appraisal tools and technologies
  • Drive and sustain change managements processes
  • Gather benchmarks, feedback and best practices
  • Ensure efficient communication with clients and align customers' expectations to the delivery quality
  • Establishing effective communication in accordance with business standards within teams and between departments
  • Maintaining the time tracking tool and control of services hours by teams, providing the monthly statistics reports to the Management
  • Manage and update methodological knowledge bases
  • Assist in communicating measurement standards and KPIs to all members of the company
  • Educate, enable and promote Service Management awareness inside the company


  • Minimum 2 -year experience in the of quality check area
  • Good acumen with the modern KPI methodologies
  • Proven practical expertise of KPI system development from scratch
  • Experience with business processes analysis and description. Knowledge of descriptive notations
  • Fluent English and German
  • Good computer literacy: Excel, PowerPoint
  • Experience with Project Management
  • Acumen with Task management tools
  • Advanced interpersonal skills and an understanding of human behavior

Our Benefits:

  • Competitive salary and bonus plans
  • Corporate Insurance Program
  • Extended vacation (28 days annum)
  • Hybrid working mode (home/office)
  • Interesting projects and dynamic environment

Please apply with a CV in English or German. Our HR team will contact you shortly.

**Selection process suggests doing a small test assignment.

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