Quality Lead

 

 

The Quality Lead will supervise all Quality personnel and assign daily floor coverage based on production demands. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally, this supervisor is responsible for their staff’s development. The supervisor is responsible for the proactive identification of account level performance related opportunities by KPI up to and including customer experience drivers, customer satisfaction levers and knowledge management improvement areas.

YOUR TASKS

• Ensuring and maintaining effective employee relations
• Inspect and monitor accurate performance trends report data for each PPM metrics
• Ensure that all employees receive proper training in all areas
• Coordinating job rotation and cross-training, meet customer expectations, generate weekly quality metric reports, conduct annual performance reviews for all direct reports, evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans
• Ensure facilitation and coordination of calibration process and sessions
• Review daily time keeping via Kronos
• Manage and approve direct report time off
• Complete RCA's for non-compliance issues
• Oversee and administer audits of key support processes with each account
• conduct periodic audit of staff and departmental processes and recommend changes
• Ensure consistent application of the quality process
• Attend and facilitate client calibration monitoring sessions
• Facilitate quality training initiatives as needed
• Diagnosis continuous improvement opportunities applicable to account, workgroup and department. 

 

YOUR PROFILE

• 2+ years as a Quality Inspector/Supervisor in similar environment
• SAP experience
• Experience with ISO9001 preferred
• Attention to detail
• Customer service oriented
• Professional demeanor held at all times
• Able to stand for extended periods of time
• Able to walk in a warehouse environment

WE OFFER

• 401K with company matching 6%, vested after 1st anniversary year
• Medical, Dental, Vision, Health, Life Insurance, Short-term and Long-term disability
• Flexible Spending Accounts
• PTO that includes 8 company paid holidays
• Available legal assistance (prenups, wills, child support, divorce, etc.)
• Discounts for entertainment and travel across the US (theme parks, cinema, hotels, flights, etc.)
• Tuition reimbursement
• In-house university with access to 500+ online courses (excel, human resources, management, etc.)
• Access to 3rd party resources (childcare assistance, family therapists, transportation assistance, etc.)
• Monthly engagements that sometimes include free meals (Chick-Fil-A, pizza, snacks, etc.)