Quality & Operation Excellence Analyst
Escazu, Costa Rica
hace 6 días


Act as a primary promoter and developer of thequality culture and process into the Project Support Department, for LAM OpsOrganization.

Acts as a focal point for the development andmaintenance of Customer Satisfaction Programs, quality standards, KPIs andmetrics.


CoordinateSYSS Customer Satisfaction Programs in LATAM region for projects and services :

oCustomer Surveys (Harries & Vox)

oCustomer Loyalty initiatives

oKPIs & Reporting

oFollow-up & actions tracking

Development and follow up of Corrective Action Plans(CAR) for the Customer Satisfaction Surveys

Actas an efficient interface between Project Support Team and Countries to handlequality related issues, safety notice, etc.

Actas the focal point of contact with SYSS Organization on any QA and / Or CustomerSatisfaction related activities.

AlignLAM applicability of SYSS Quality and Customer Satisfaction Programs

Developand implement a Regional Audit Process / Program for key initiatives & plansand assist on implementation of externals and / or BU specific

Define& generate effective Quality Report

ISOCertification Management.

Drivea Continuous improvement culture. Implementation initiatives

Collaboratein the Regional Quality SharePoint

Bethe responsible to create and promote focus on quality results, processefficiency, and excellence into the Project Support Team : Develop and communicate KPIs

Identify any potentialquality issues in the defined process and escalate potential quality issuesimmediately to management.


Industrial Engineer or BA degree preferred.

  • 3+ years of relevant QA technical experience.
  • Quality Certification like Green Belt, Black or CertifiedQuality Engineer (CQE) are desired
  • Experiences in Business Intelligence Tools likePower BI or Tableau +plus
  • Proven proficiency in use of MS Office Software Word, Excel, PowerPoint.
  • Create clear, concise detail-oriented testplans / cases.
  • Ability to understand and create test plans fromspecifications or verbal communications.
  • Liaison with development, project management, andcustomer support.
  • Experiences in Quality Management Software andProcesses.
  • Project Management understanding.
  • Capable to Prioritize workloads and projects.
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