Service Quality Manager

Kyiv Consulting LLC (Kyiv Consulting) is 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

Qualifications:

• 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.