General Information

City
Lisbon
State/Province
Lisbon
Country
Portugal
Department
TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT
Date
Monday, March 31, 2025
Working time
Full-time
Ref#
20035473
Job Level
Individual Contributor
Job Type
Experienced
Job Field
TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT
Seniority Level
Entry Level

Description & Requirements

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com .

Customer Satisfaction & Quality Analyst

  We are looking for a new team member with good English skills and native in one of the following languages: Danish or Norwegian or Swedish.

Main responsibilities:
  • Facilitate the improvement of business procedures and practices
  • Support the vendor to develop process improvement plans
  • Assess process changes before implementation
  • Facilitate process and work instructions maintenance including adherence to change control policy
  • Carry out Process Audits to ensure correct and consistent application of process across all sites
  • Participation in Lean Six Sigma process improvement projects as required
  • Coordinating ISO compliance
  • Disaster recovery/Business Continuity – responsible for auditing vendor processes
  • Agree sample sizes and quarterly customer satisfaction survey plans with vendor
  • Monitor results of Customer satisfaction surveys and facilitate the closure of actions to address issues between the vendor and the countries.
  • Act as the central point of contact with the vendor on the process to measure customer satisfaction for the outsourced services.
  • To proactively work with the vendor and internal customers to identify root causals of dissatisfaction and to agree and track actions and responsibilities which will increase customer satisfaction to benchmark levels
  • Work with Vendor to identify customer satisfaction improvement opportunities
  • Participate in regularly scheduled process and Customer Satisfaction review meetings with the vendors
  • Identify and Support Genesys /Mindful improvement through ideas, identify issues and log support tickets


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