Quality 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:
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:
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.
Drive the use of data and intelligence from Vietnam customers’ products and c- base to continuously review call rates and processes.
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.
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:
Collaborate with Technical Support on training for Field Service Engineer:
• 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.
• Synchronizing service ATM install base with Finance team.
• Work with other team members to ensure technical issues have been resolved on time.
• Manage problem ticket issues and coordinate with global support team, Professional Services team to investigate and deploy solution.
ISO Management:
• Coordinate to renew Certificate annually.
• Quality Assurance for ISO.
• Ensure all ISO forms/ policies/ processes be oriented to new employees and well documented.
Employee’s compliance commitment:
• Other job as per sole assignment, transfer or instruction from time- to- time by the reporting line and APAC Leadership Team.
• Give suggestion, solution or report on violation to related person and to take action per agreement.
• Join and support training program/ events and other program as requested.
• Innovation: Contribute to the continuous improvement of DN Vietnam and the company.
• Support Leaders in DN Vietnam to ensure that all DN Vietnam employees comply to company’s rules, policies and regulations at all times.
• Carry out other tasks as and when assigned or needed effectively.
• Adhere and comply with company’s rules, regulations as well as direct supervisor and APAC leadership team requirements at all times.
• 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.
• Support company on observing adherence to company’s rules and regulation from all associates.
KPIs:
Employee must follow the goals, KPI and performance plan set by the company.
Update KPIs and performance evaluation on time and at least twice a year.
KPI as per sole assignment and direction from DN at a certain period.
Those KPIs can change any time upon company’s decision. KPIs to be communicated to employees via written or email communication.
Changing of JD and KPIs: The Company reserve the right to change or revise the JD and KPIs.

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Cập nhật gần nhất lúc: 2025-10-21 15:40:03