Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
**Position Summary**
- The Quality Specialist mission is to support all organizations in delivering quality and efficiency of the operations all along business life cycles, improving customer satisfaction. He/She will ensure the implementation of processes, practices, and specific tools, to make sure the processes and the products are in line with the Group defined processes as well as the Customer requirements and international regulations. So, he/she will ensure that the company complies with the ISO standards for which it is certified; ensures that internal procedures are updated due to organizational changes; ensures the company's compliance with industry-specific quality standards (PCI, CQM, Bancomat, etc). He/She will work closely with HSE specialist: HSE skills will be highly appreciated_
**Essential Functions / Key Areas of Responsibility**
- _Ensure the proper implementation of the Thales Quality & Customer Satisfaction policy: support the development of the maturity of the Quality & Customer Satisfaction organization, according to the agreed operating model_
- _ Support General Quality Assurance activities to ensure the quality of the Products and Services and related operational and support processes in each business is correctly setup and active. _
- _Ensure the relationship with Customers on Quality matters is organised and properly managed. _
- _For all key customers a strong and pro-active customer contact is established to enable preventive measures ensuring customer satisfaction,_
- _ Monitor Customer Satisfaction in liaison with the different stakeholders (KAMs, Sales, Marketing, Bids, Projects, Services, Quality & Customer Satisfaction,):_
- _ Ensure customer complaints are properly managed: Provide a POC (Point of Contact) into the organisation in case of complaints as well as supporting field data analysis and providing valuable feedback towards the customer as well as inside the organisation,_
- _ Stimulates actions to improve customer satisfaction and loyalty_
- _ Provide analysis of various customer feedback to the Management and stakeholders,_
- _ Supply the data resulting from audits, return and customer complaints, alert and veto right, to ensure the reporting and to prevent the risks_
- _ Manage third-party audits: audit organization, audit management, report and corrective action management, certificate management_
- _ Conduct audits to suppliers: program definition, checklist writing, audit schedule management_
- _ Ensure and coordinates all necessary activities related to the ISO 9001, ISO 14001 and ISO 45001 certifications, coordinating with certification body and relevant Auditor. Comply with auditing plan and conduct audits to the projects then follow up the Non-Conformity raised in the Audit since closure out. _
- _Introduce improvement to prevent customer's issues, adjust process, procedures and quality system to reach the status of the art and to respect customer's expectations_
- _ Manage customer claims in conjunction with production, operations, customer service and sales teams._
- _ Introduce improvement to prevent customer's issues_
- _ Integrate procedures, processes and practices with the Corporate Quality Management System and ensure compliance to the required standards and regulations, to deliver operational performances and customer satisfaction_
**Minimum Requirements: Skills, Experience & Education**
- _ Bachelor's degree, preferably in Environmental and Quality Engineering or related technical field. (production, industrial, electronics, mechanical, chemistry)_
- _ 3-5 years of experience in the role in manufacturing industries. _
- _Knowledge of statistical methods Ability to perform "hands on" troubleshooting and problem solving._
- _ Knowledge of Quality Tool like Plan/ Quality Inspection & Test Plan - ISO 9001, ISO 14001 and ISO 45001 knowledge_
- _ Key attitudes: Result/Customer Orientation, Self-motivation, Critical Thinking, Flexibility and high capacity to work within multicultural teams_
- _ Good interpersonal and communication skills_
- _ Lean principles knowledge applicable to Projects could be a preferential plus_
- _ Ability to speak fluently in English_
- _ It is also considered a plus the knowledge of other Quality Standards and Lean Management_