Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security. Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance. PurposeThis role is responsible for ensuring that all activities within the scope meet the required quality standards, minimize quality costs and maximise customer satisfaction by ensuring that procedures and processes are adhered to.Key MissionsLeads or participates in regular reviews (with a quality focus) with relevant departments and teams (local and global) to improve business performance and consolidate customer feedbackEnsures KPIs are established and monitored to meet the business targetsIdentifies opportunities to continually improve business performance supporting the continuous improvement effortsMaintains accurate and relevant reporting or documentation as required to include inspection reports and documenatations, central reports, customer reports, department reports, quality documents, templates and business presentationsIdentifies and anticipates business risksManages through local register, host, lead or participation in audits from internal or external organisations in the delivery of successful scheme/customer accreditations (PCI, ISO9001, CQM etc)Ensures that suitable inspections, audit and control activity is carried out by all levels of management and supervision in the delivery of business performance through use of the audit registerManages the tracking and resolution of all relevant customer complaints and non-conformances Supports the process owner in organising cross-functional teams to investigate, identify root cause, implement and report on suitable corrective actions that will satisfy customer, third party or audit requirements Communicates effectively with customer, cuppliers and other external bodies as requiredSupports the business to ensure teams are appropriately trained, skilled and motivated to perform to a high standard of delivery in line with quality systems and processesDefines middle and long term quality improvement plansOwns accountability for the correct deployment of corporate QMS rules within the businessSupports process owners in IDEMIA processes deploymentOwns accountability for customer complaints management effectivenessCoordinates the functioning of the Quality TeamSteers improvement or action plansSupports team on significant complaints and challengesManages generally experienced or senior professionals who exercise latitude and independence in assignmentsApplies process definition, improvement and design methodologies to identify, analyse and improve business processes and quality management systems to improve quality, reduce costs, increase efficiencies or productivity, increase customer satisfaction etc.Owns responsibility for ensuring quality teams are appropriately trained, skilled and motivated to perform to a high standard of deliveryOwns eventually responsibility for the delivery of large projects or processes within the quality functionEscalates points for problems which are typically difficult to moderately complexOwns responsibility for the management of quality budgetStops any processes or deliveries that do not comply with applicable requirements (regulation, contractual, standards, interested parties; etc.) at local sites
