FR CS Operations Management Responsibilities:• Liaise with the Global Customer Service teams to learn and implement best practice and to drive customer and performance improvements• Monitor and report on Quality metrics, deep dive and identify trends/root causes• Recommend, own and drive performance improvement areas• Drive through improvement initiatives to implementation• Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics• Assist with compiling, analyzing and driving First Contact Resolution improvement initiatives• Provide the French operation with a holistic view of customer performance and identify the levers which will drive improvements• Contribute to the development of reporting systems for all levels of the customer journey• Assist in the development of robust quality improvement coaching and training processes to drive continuous improvement• Provide clear insight into performance drivers and the levers which impact performance• Implement and own action plans which driver performance improvements• Create growth plans linked to performance improvements and drive through the associated benefits• Delivery of digital quality based DMAIC projects

• University Work placement position working as Quality Technician for a Company specializing in Construction.• Responsible for helping with the reduction of cost and waste by improving Company processes.