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Job Description
The Expert is responsible for implementing, governing, and continuously improving operational processes and standards to ensure high-quality delivery, effective issue resolution, operational excellence, and customer satisfaction. Reporting to the Operations Manager, the role drives First Time Right performance, monitors quality metrics, supports process optimization initiatives, and provides subject matter expertise to operational teams. The Expert works closely with Operations, Quality, and Enablement teams to ensure delivery standards are consistently achieved while maintaining strong end-to-end process knowledge and supporting business objectives.
Key Responsibilities
- Monitor, analyze, and report on quality performance metrics across the Operations function, identifying trends, risks, and opportunities for improvement.
- Leverage AI-powered tools, automation solutions, and data analytics to identify quality trends, operational bottlenecks, and process improvement opportunities.
- Drive adoption of AI, automation, and digital solutions to enhance productivity, reduce manual effort, improve operational efficiency, and support data-driven decision-making.
- Utilize AI-enabled reporting, insights, and performance dashboards to support forecasting, governance, and continuous performance management.
- Drive continuous improvement initiatives through participation in Quality Walks, Quality Focus Meetings, Root Cause Analysis (RCA), Operational Excellence programs, and other quality enhancement activities.
- Collaborate with Quality and Operations teams to monitor First Time Right (FTR), cycle time, productivity, and quality metrics, implementing corrective and preventive actions to improve performance.
- Ensure timely communication, risk management, and escalation of operational issues to relevant stakeholders and leadership teams.
- Provide expert guidance and support to BAU teams on complex operational queries, validating solutions, workarounds, and testing outcomes before escalation to Enablement teams.
- Build and maintain strong partnerships with Operations Leaders, Enablement Teams, Quality Teams, and other key stakeholders to ensure quality, delivery, and customer satisfaction standards are consistently met or exceeded.
- Develop, maintain, and continuously improve Standard Operating Procedures (SOPs), process documentation, business rules, and knowledge repositories to ensure process consistency and compliance.
- Conduct training, coaching, knowledge-sharing, and refresher sessions to address skill gaps, improve process adherence, and strengthen team capabilities.
- Utilize strong end-to-end process expertise to support operational governance, issue resolution, process optimization, and continuous improvement initiatives.
- Support financial administration activities, including invoicing, counter-invoicing, and cash collection processes, ensuring accuracy, compliance, and timely execution where applicable.
- Identify opportunities to implement AI and automation use cases and collaborate with relevant teams to enhance operational effectiveness and customer experience.
- Foster a culture of quality, innovation, accountability, continuous learning, and operational excellence across the organization.
- Strong operational excellence, quality management, and process improvement expertise.
- Min 8+years' experience is preferred
- Excellent analytical, critical thinking, and problem-solving abilities with a data-driven approach.
- Experience in Root Cause Analysis (RCA), continuous improvement methodologies, and operational excellence frameworks.
- Strong stakeholder management, communication, and influencing skills.
- Ability to develop SOPs, process documentation, training materials, and knowledge management frameworks.
- Strong understanding of end-to-end RMS/operational processes and quality governance practices.
- Proficiency in leveraging Generative AI tools such as Microsoft Copilot, ChatGPT, or similar AI platforms to improve productivity and decision-making.
- Experience in identifying and implementing AI, automation, and digital transformation opportunities within operational environments.
- Strong reporting, data analysis, and performance management capabilities using technology-enabled solutions.
- Detail-oriented with a strong focus on quality, compliance, customer satisfaction, and continuous improvement.
- Ability to adapt to evolving technologies and drive innovation through AI-enabled operational excellence initiatives.
- Optional – Proficiency in German language is preferred, with the ability to effectively communicate and collaborate with German-speaking stakeholders, clients, and cross-functional teams.
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
