Quality Specialist

Job brief:To lead the Service Improvement Plan (SIP) with continuous improvement initiatives to reduce call rates and improve service delivery to Vietnam Banking and Retail customers. About the role: 1. To lead the Service Improvement Plan (SIP) with continuous improvement initiatives to reduce call rates and improve service delivery to Vietnam Banking and Retail customers: 2. Support and provide expertise and training to the local service team to be service-ready for DN Series, to deliver customer solutions and support internal teams to meet their KPIs:a. Collaborate with Technical Support on training for Field Service Engineer:- Work with Service team at L2 level to address and deliver solutions to the whole team. Manage problem escalations via Jira and keep track of the problem tickets on time. - Work with other team members to ensure technical issues have been resolved on time.- Manage problem ticket issues and coordinate with global support team, Professional Services team to investigate and deploy solution. - Synchronizing service ATM install base with Finance team. b. ISO Management:- Quality Assurance for ISO. - Ensure all ISO forms/ policies/ processes be oriented to new employees and well documented.- Coordinate to renew Certificate annually.