The Software QA & Governance Department, part of the Digital Services Development division (DSD) oversees the operational and quality management aspects of digital services and software products.
- This includes Connected Apps and Back Office systems.
- Additionally, the department offers support and training for Customer Relationship (CR) Call Center operations, Sales and Marketing, Field and Dealer support, approves releases, handles architecture and cybersecurity concerns, and provides Divisional PMO Administrative services.
- The department is currently searching for a dynamic and experienced client specialist with extensive knowledge of customer experience and mobile, web, and telematics ecosystems.
- This role will play a crucial part in ensuring cohesion among all Sales, Marketing, Field, Dealers, and Call Center that support various digital service applications.
- The ideal candidate will have a deep understanding of customer and dealer challenges and be adept at identifying pain points and areas for improvement.
- They will closely collaborate with the sales and marketing teams, business operations, product and program development teams, oversee daily operations, and maintain close coordination with the quality and solutions architect teams to ensure the success of all digital services initiatives.
Daily Tasks Performed
- Develop and document processes and requirements to support business functions associated with Digital Services application systems.
- Identify procedures and scenarios for quality control of products and services.
- Diagnose and resolve basic customer and or dealer support issues related to Digital Services.
- Assist in redesigning and documenting business processes as necessary for new technology and features.
- Collaborate with various organizations and business partners to align solutions, strategies, and processes.
- Monitor efforts to address product issues and track progress.
- Communicate quantitative and qualitative findings to senior management.
- Identify areas for improvement to enhance product efficiency.
- Conduct market research on similar products and compare results.
- Contribute to the strategy aimed at enhancing Digital Services and the overall quality of products and services provided by the DSD division, benefiting Digital Services customers, by fulfilling the objectives within your area of responsibility.
- Applies continuous improvement methods to resolve quality and other problems in a timely fashion.
- Continually oversees and manages process improvements. Looks for an identifies incremental improvements in operational efficiency despite obstacles and challenges.
- Identifies, evaluates, and confirms true root cause of problems. Uses logic and creativity to solve problems. Gathers and thoroughly analyze information prior to making decisions, including risk and long-term implications.
- Identifies areas that require strengthening and brings forward to management.
Position Success Criteria (Desired) - 'WANTS'
- Bachelor's degree in computer science, communication, or related discipline, or have equivalent experience.
- Strong customer-focused and quality mind-set
- 3+ years of Customer Service in the automotive or related areas.
- 3+ years of project and support experience in the automotive area
- 3+ years strong system and data analyst experience
- 2-3 years of Automotive, Telematics Connected Vehicle or Consumer Electronics IoT experience desired
- Understanding of customer production support and product operation
- Strong communications and relationship
- Strong technical skills and problem-solving skills
- Good analytical skills
- Technical understanding of cloud, mobile, web, services-based solutions
- Ability to manage time and diverse activities under deadlines while delivering quality results, on time, on budget.
- Experience working with teams with varying levels of expertise and priorities.
- Innovative, tenacious, and proactive mind-set
- Professional writing skills
