QA Engineer - Communication & Customer

Description de l'offre

Join us and shape the future of travel

Shaping the future of travel has always been important to us at Amadeus. Today, with technology getting smarter by the minute, that future is more exciting than ever.

We work at the heart of the global travel industry. Amadeus offers you the opportunity to learn and grow and drive your own progression in an exciting and multicultural environment.

Our people are driven by a passion for 'Where next?' If you want to shape your career and the future of travel, Amadeus is the place for you.

Business environment

Amadeus delivers added value products and solutions to travel agencies, corporations, airlines and other travel businesses worldwide.

The Customers, Tests Platform & Lifecycles (CTL) department provides tests systems services and support on complex cross division and cross site projects.

The Customer Care, Consultancy & Communication Service (CCS) team is a key element in the customer satisfaction and intends to develop customer services on tests systems by:

· Driving the implementation support Level 3 on tests systems for the Research & Development (R&D) area
· Deploying services & practices to support service delivery managers, account managers in their daily role
· Analyzing customer needs and feedback and addressing them in an innovative and proactive way
· Facing airlines in dedicated workshop and events as a R&D tests management representative
· Propose new services to improve the testing customer experience
· Design, develop and deliver customized and chargeable services, targeting business performance improvement

Purpose

On test systems, leading, formalizing and defining governance on initiatives for improving, monitoring and reporting on the quality of service provided to Global Customers in the context of Customer Satisfaction pre and post implementation.

Key accountabilities

On test systems in collaboration with customer facing stakeholders, you will have to:

· Help understand customer’s needs and problems in terms of R&D tests deliveries
· Work closely with marketing and, Strategic Marketing & Communication (SMC) department and their customers (usually the top 10 Airlines but not only) to understand improvements that will make a real difference for the customers
· Formalize and give value to the associated services to be developed
· Support pre & post implementation on tests systems, providing services described above.
· Communicate and advise R&D on best practices for customer handling
· Example of services:
· Adjustments to the way Major Incidents and Problem Tracking Records (PTR) are handled, to the attention given to the customer, to the global communication, reporting systems etc.
· Test Strategy definition and test campaign follow-up
· Data management consulting
· Organization of Workshops and presentations on test environment for the customers (internal and external)
· Advertise and sell chargeable or complimentary services to internal and external customer

The focus of this activity is a constant attention to improve the customer perception of our support pre and post implementation. This work can be organized as a temporary task force assignment to improve a situation for a given customer on a specific subject or as recurring task to support a customer on long term testing activities.

This role implies autonomy, responsibility for results, recognition for success and the possibility to work closely with customer account managers, service delivery managers and directly with customers as required.

Objectives

· Evaluate & obtain consensus on the true business impact of specific problems.
· Define and communicate service standards.
· Provide services for internal and external customers to improve their testing experience
· Create automated service measurement tools.
· Create dashboards, measurement and project information related to activities.
· Design and implement necessary processes and communication channels.
· Monitor and consolidate information concerning indicators for customer satisfaction.
· Ensure the accuracy of data collected.
· Produce & communicate reports on service quality measures
· Customize reports based on requestor needs.

Requirement

Education

Master degree in Business or Scientific studies or related field, or equivalent work experience

English

Relevant work experience

Previous experience in a similar position

Specific competencies

· Data management knowledge are strongly recommended
· PTR management, testing methodologies, tests systems management and tests industrialization & automation
· Ability to influence, to give value, to sale, to negotiate and to transform

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