Staff Quality Specialist

mproved
customer experience and satisfaction.

Job Description

Roles and Responsibilities

• Lead and execute problem solving and improvement initiatives/projects with a goal of enhanced performance to improve customer experience and satisfaction, including leading customer quality investigations and implementation of corrective actions. • Viewed internally and externally as a structured problem solving, continuous improvement and ISO 9001 specialist. • Communicates solutions across own function and with cross-functional partner organizations. • Perform internal quality management audits, train and mentor auditors drawn from all functions. • Developing specialized depth and/or breadth of expertise in own job discipline or field. Serves as best practice/quality resource. Has awareness of latest functional developments in own area. Contributes towards strategy and policy development, and ensures delivery within area of responsibility. • Skilled influencer, able to communicate complex messages to others. Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field. • Uses judgment to make decisions or solve moderately complex tasks or problems that impact the function. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.

Required Qualifications

• This role requires significant experience in Quality & Process Improvement. Knowledge level is comparable to a Master's degree from an accredited university or college (or a high school diploma with relevant experience).

Desired Characteristics

• Strong oral and written communication skills. • Strong interpersonal and leadership skills. • Ability to lead by influence and efficiently drive initiatives in a matrix organization. Excellent presentation, communication, and influencing skills including interaction at senior leadership level. • • Demonstrated ability to analyze and resolve complex cross functional problems. • Demonstrated ability to lead programs / projects. Ability to lead, articulate, plan, track and execute continuous improvement programs. Established project management skills. • Certified, or in process of certification, Lean Six Sigma (BB). Lead improvement projects with a goal of enhanced performance • • Knowledge and experience of Lean techniques • ISO 9001 demonstrated experience • Proven Experience with Structured Problem Solving and Root Cause Analysis (RCA) • Demonstrated ability to interact with senior management and drive changes

Additional Information

Relocation Assistance Provided: Yes