Senior Specialist, Service Quality

About the role

The Senior Specialist, Service Quality ensures efficient use of processes, applications, and communication to achieve service excellence. The role drives process improvement, implements new procedures, and analyses existing workflows to boost efficiency and delivery across frontline offices and regional management.

Key responsibilities

• Coding and maintaining global profiles in logistics systems based on customer requirements, resolving issues with stakeholders.
• Managing user access control, including data cleansing where needed.
• Liaising with GPA origins and destinations to guarantee accurate, timely profile setup.
• Supporting the design of standard processes in collaboration with stakeholders.
• Monitoring processes and KPIs, proposing, testing, and implementing improvements.
• Coordinating deployment of defined processes with internal teams and third parties.
• Documenting all processes and acting as a change‑management facilitator for new implementations.
• Supporting customer implementation projects and coordinating related activities such as project plan creation and updates.
• Providing regular implementation status updates and maintaining To‑Do lists.
• Creating internal documentation, SOPs, and supporting User Acceptance Tests (UAT) with system enhancement inputs.
• Organising and delivering training for all users.

Required profile

• Minimum 2 years of experience in a mid/back‑office environment within logistics, supply chain, or a related industry (preferred).
• Relevant experience in quality assurance, control, or related disciplines.
• Strong command of written and spoken English to interact with international counterparts.

Required skills