Quality Management & Continuous Improvement Specialist

* Job brief:
To lead the Service Improvement Plan (SIP) and All-Connect (ACDE) Push 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) and All-Connect (ACDE) Push with continuous improvement initiatives to reduce call rates and improve service delivery to Vietnam Banking and Retail customers:
a. Initiate, drive and track improvement plans, including daily “Bad Boys” processes and analyses and actions for DN Vietnam Service to improve service levels and keep track and report on reduction of incidents and calls as result of improvement measures.
b. Support the Sales and Service Delivery Managers to engage customers to get on board the All Connect Data Engine (ACDE) and to support the implementation, testings and connection of the customer to ACDE.
c. Drive the use of data and intelligence from Vietnam customers’ products and c-base to continuously review call rates and processes.

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. Technical training: to create training plans and training material within budget, organize and implement training plans to ensure technical knowledge is up-to-date and ready for DN Series:
o Training for CSE, AE, Helpdesk and Depot.
o Quarterly technical catchup training and testing for CSE, AE, Helpdesk and deport.
o Design, plan and execute new products/ solution/ technical/ functional and operation training to customers and partners.
o Organize, standardize, localize and maintain technical documentation.
o Attend hardware training from global and localize it by planning and providing training to transfer knowledge to the team.
o Design efficient, useful document system to deliver best knowledge to employee. Responsible in the up-keep of documents.
o Manage and maintain CSE skill, supervise knowledge of engineer.
b. Engineering Support to solve technical issues at Level 2 Technical Support:
o 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.
o Work with other team members to ensure technical issues have been resolved on time.
o Manage problem ticket issues and coordinate with global support team, Professional Services team to investigate and deploy solution.
o Synchronizing service ATM install base with Finance team.
c. ISO Management:
o Quality Assurance for ISO.
o Ensure all ISO forms/ policies/ processes be oriented to new employees and well documented.
o Coordinate to renew Certificate annually.
d. Employee’s compliance commitment:
o Strict adherence and compliance to UK Bribery Act, FCPA, Code of Business Ethics, Diebold Nixdorf Media policy, Conflict of Interest and any other corporate policies: Ensure full understanding of the most recent policies and procedures, provide written confirmation of acceptance when requested and ensure full compliance at all times. Provide certification of compliance whenever requested.
o Adhere and comply with company’s rules, regulations as well as direct supervisor and APAC leadership team requirements at all times.
o Support Leaders in DN Vietnam to ensure that all DN Vietnam employees comply to company’s rules, policies and regulations at all times.
o Support company on observing adherence to company’s rules and regulation from all associates.
o Give suggestion, solution or report on violation to related person and to take action per agreement.
o Innovation: Contribute to the continuous improvement of DN Vietnam and the company.
o Join and support training program/ events and other program as requested.
o Carry out other tasks as and when assigned or needed effectively.
o Other job as per sole assignment, transfer or instruction from time-to-time by the reporting line and APAC Leadership Team.

3. KPIs:
a. KPI as per sole assignment and direction from DN at a certain period.
b. Those KPIs can change any time upon company’s decision. KPIs to be communicated to employees via written or email communication.
c. Employee must follow the goals, KPI and performance plan set by the company.
d. Update KPIs and performance evaluation on time and at least twice a year.

 Relevant degree and strong interest in driving Global Quality Management and Continuous Improvement Program.
 Preferably to have technical knowledge in ATM, i.e. 3-5 years of experience as a Technical Specialist in ATM machines, OR
 Have 4-6 years of knowledge and experience in process re-engineering, documentation, ISO certification, and continuous improvement initiatives.
 High level of maturity, able to present trainings in front of crowds and communicate with confidence to internal stakeholders from different geographical location.

- Attractive salary and benefits
- Modern and friendly working environment with good opportunities for career path
- Good Health care and Insurance programs for all employees from starting date

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