The path from incident manager to international quality assurance projects – interview with Dániel Schnörch

In our latest series of interviews, we are presenting the career path of colleagues who have been working at our company since its foundation.

Although Dániel Schnörch was new to the field when he was hired by our company group, he was already dealing with the incidents of our largest customers at that time. He was later appointed Lead Incident Manager, then built up our incident management service for a new customer, and as Quality Manager, he is currently responsible for ensuring that the services we provide fulfil the international quality requirements as well and our processes work as smoothly as possible. Between these two endpoints, nearly 15 years have passed; Dániel told us about the experiences gained along the way.

Let’s go back all the way to 2007. How did you join the company group and what was your motivation to begin working for us?

I arrived at the company through a labour-hire arrangement and I first started working on ISD. Thankfully, my supervisors were satisfied with my work so they hired me directly relatively quickly; I was appointed to work with a customer at the CSS Department where my job was to resolve customer incidents for 2 years.

As for motivation, I was still starting out at the time and I found the international environment and the ability to work with people from different parts of the world really appealing. Few employers can boast with such an extensive network.

After working to resolve incidents at first, you had the opportunity to advance your career.

Yes, around 2010, the Lead Incident Management of the aforementioned customer was partially relocated to Hungary and I became one of the Lead Incident Managers for them. This essentially meant that if there was some kind of service interruption in the middle of the night, I was the one they called, I had to find technicians and a solution to the problem. I filled this role for 3-4 years and I enjoyed it a lot. Of course, I was also performing standard incident management duties in parallel, meaning that I had tasks to complete during the day as well. Needless to say, this job was a huge responsibility but I was really content with being able to participate in the operations of global corporations.

Building up the incident management process of a new customer from the foundations was perhaps an even more complex task.

Indeed, the next stop on my career path was developing the incident management process for a customer from the automotive industry, from the foundations. This was an extremely large project: I had to write work instructions, design new processes, continuously liaise with stakeholders, and in addition to all of it, I also had to train the new Incident Managers. This busy period posed several challenges, especially from a resource and people management point of view, but at the same time, I gained a lot of experience as well.

From there, your career path took you towards Quality Management. What is the job of a Quality Manager?

I primarily work nearshore, which means that I am ‘rented out’ as an expert to a variety of international projects. A Quality Manager is responsible for ensuring that the service in question is fully compliant with what is written in the contract, the promised level of quality, and the shared goals of the customer and the company. My job is to oversee all of this, coordinate and smoothen out certain processes, and find solutions to any problems that may arise.

You could say then that you are looking at your earlier roles from above now.

Yes, the scope of my tasks has changed significantly over the past nearly 15 years. We could say that in the beginning, I was ‘only answering phone calls’; however, this experience was necessary to understand the needs of customers as well as my own colleagues. I have a much higher level overview of things now, I am better at understanding correlations, which allows me to work on improving processes with a higher degree of professionalism as well.

Have you ever thought about changing careers?

For me, it was always the most important criteria to be able to work in an international environment and meet new people. Since I am continuously assigned to different projects, I have always had the opportunity to do so. Although the roles I have filled may seem monotonous to some but due to the constantly changing duties and people around me, I have always had new challenges to face and I have always managed to find tasks that motivated me.

What would you say to those who are just now considering whether to submit their application: why choose us?

This company is a really human-centric place. Sounds like a cliché but it is true. The colleagues are helpful, there is always someone to turn to for advice and to get help from if you happen to be struggling. In addition, there are many opportunities within the company. The management is open to suggestions; if a role is not suitable for an individual, there are opportunities for finding another to ensure that everyone is working in a position where they are able to do their best.