Q : Karine, can you tell us a bit about your career at SIG?
Of course, it was a real learning journey! I worked my way up through different departments, from administrative positions to managing operational teams. This evolution has enabled me to master a variety of technical and operational skills. It's this versatility that has given me a global vision of our sector and our businesses, which is essential for my current position as Quality and Process Manager.
Q: What are your main tasks as Quality & Process Manager?
My job is to identify and implement innovative solutions on a daily basis to optimise our business processes. My aim is to improve the quality and efficiency of our services in order to meet our customers' needs as effectively as possible.
This involves analysing existing processes and setting up and monitoring key performance indicators. My role is also to roll out new processes and evaluate performance in order to identify opportunities for improvement, while ensuring that our actions comply with current standards and regulations.
Not forgetting team support and guidance. Because my role is also to ensure that our teams, whether in-house or in the field, have the best tools and practices to deploy our customers' initiatives effectively.
Q : What is your quality philosophy?
I often refer to a quote which states that "quality is not an action, it's a habit". This philosophy is at the heart of my support strategy. I encourage our teams to adopt quality practices until they become natural reflexes, because that's how we achieve tangible improvements in efficiency and performance. Achieving quality requires a long-term commitment. Customers are increasingly demanding, and they expect their partners to offer them high added-value services. To meet this demand, we need to maintain a high level of quality that is constantly being improved.
Q : Can you describe a typical day?
It doesn't really exist! And that's what makes my role so exciting! My days vary enormously, allowing me to get involved in different aspects of our business, whether it's rolling out processes, working with HR, or designing tools for our hotline. Every day brings its own challenges and opportunities.
Q : How is your role crucial to the success of SIG France?
In the sales and business outsourcing sector, my contribution revolves around integrating certain values that we hold dear at SIG: collaboration, excellence and teamwork to carry out our operations successfully. I am convinced that quality and operational performance are pillars that support SIG's global strategy and its ability to innovate.
Thank you Karine for this interview, which highlights the importance of quality and process optimisation at Service Innovation Group France. It certainly gives us an invaluable insight into the essential work carried out behind the scenes by all our teams to guarantee the satisfaction of our customers!
