The job description provides a comprehensive overview of the Quality Manager role, including main duties and required skills. However, it could benefit from improved formatting for better readability and clarity, as well as some minor language adjustments for professionalism. Here is a refined version:
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Our client, a leading customer communications company, is seeking a Quality Manager to join their team in Sunderland.
They are a dynamic, forward-thinking organization committed to revolutionizing how clients do business, specializing in digital transformation services to transition from traditional paper-based processes to cutting-edge digital solutions.
The Quality Manager will drive an 'in-process quality checking' culture focused on right-first-time quality. The role involves championing internal and external service quality across the site, fostering a quality-centric ethos, identifying and rectifying errors proactively, and driving continuous improvements.
Main Duties:
1. Manage the entire RCSA process, providing insights to the operational team on key opportunities and support strategies.
2. Transform the organizational culture to prioritize quality checks and emphasize the importance of error detection and correction.
3. Act as the primary quality champion at the Sunderland site.
4. Initially establish a minimum number of checks per department and client, then inspire the team to expand these checks to eliminate client impact.
5. Make quality checking accessible and digitized through campaigns that reduce mental and physical barriers.
6. Utilize effective dashboards to analyze data and generate insightful actions.
7. Develop metrics to define quality standards in error capture and ensure performance aligns with excellent customer service.
8. Become a subject matter expert and customer advocate, leveraging engagement opportunities to promote customer satisfaction.
9. Assist the operation desk with quality and compliance risks.
10. Create and update high-level quality measures that correlate directly with superior customer satisfaction.
11. Perform any other duties reasonably required.
Skills:
* Experience in Quality Management/Control within fast-paced environments.
* Ability to develop and implement quality systems and processes.
* Strong analytical skills to interpret quality data, identify causes, and drive effective solutions.
* Excellent stakeholder management skills across all levels.
* Outstanding organizational skills and attention to detail.
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