About this role

Define and drive quality standards across CMA CGM’s global shipping network
Develop a global standard “Quality Framework" aligned with CMA CGM’s strategic pillars
Build & implement the Global Quality Standards and audit framework
Set up a simple system to check how well AI chatbots and automated email tools work
Analyze customer feedback through “Voice of Customer” tools
Establish quality dependencies for end-to-end shipment journey

8+ years in Quality Management & business operations related to Customer Care in service industry
≥2 years in a Global/Regional role preferred within Shipping & Logistics
Proven track record in Quality management systems and frameworks
Understanding of the shipping lifecycle (Customer service, Booking, Documentation, disputes etc.)
Lean Six Sigma certification is a plus; proven ability to turn audit data into business insights
Exceptional influence-without-authority; cross-cultural collaboration; executive communication; change management
IT proficiency and artificial intelligence knowledge to support operational and quality analysis

Global Customer Service Quality Expert

Key skills