Expert - EU RD

About the job

Accountable for the implementation and improvements of operational processes and standards in the country, including quality performance and issue resolution while driving an ongoing improvement. Drive an on-going focus and improvement in Right First Time delivery to contribute to client satisfaction

Responsibilities

• Responsible in ensuring the quality performance monitoring, reporting and analysis of respective Operations department
• Participation in quality improvement plans such as Quality Walk, Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs when require
• Work with the quality team on first time right and cycle time reporting alongside with operations team to identify focus areas
• Ensure appropriate communication and escalation of issues to relevant senior stakeholders.
• Providing expert advice to BAU team on difficult queries, ensure sufficient workaround or testing is done before escalating to Enablement team
• Manage close links with Enablement and Ops leaders to ensure quality and delivery standards are met / exceeded alongside with high levels of customer satisfaction on product content.
• Develop and maintain SOPs for processes—including guidelines and rules—while conducting training and refresher sessions to address identified gaps.

• Minimum of 3 - 4 years of experience in operations
• Extensive knowledge of operational processes, systems and SOPs
• Strong communication skills and the ability to communicate requirements clearly to stakeholders within and outside of Operations - ability to translate technical detail as required for audience
• Proven organizational skills and the ability to work within a cross-functional team
• Project management skills - ability to accurately scope project requirements, manage stakeholder expectations, and maintain a strong say/do ratio
• Process driven - ability to define and refine processes to ensure continual improvement in quality and productivity

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion