Contact Center Quality Manager jobs in New Iberia, LA

Job Description: 

The Quality Manager implements and maintains effective quality and food safety systems and programs within the Crowley, LA manufacturing site.  This position is directly accountable for monitoring the existing quality and food safety programs and driving continuous improvement to assure the Crowley site is compliant to regulatory requirements and customer expectations.  The manager also plays a supporting role to the QA Director in keeping the cooperate system updated to the current regulations.

Job Responsibilities: 

The Quality Assurance Manager is responsible for the site quality and food safety programs including Quality Assurance, Quality Control and Food Safety Compliance.  Programs include but are not limited to:  Incoming Material Acceptance, Policies and Procedures, Document Control and Records Management, Finished Product Testing and Release, CAPA, Auditing, Management Review, Food Safety, Quality Training, and Continuous Improvement through Data Analysis and Tracking/Trending. 

Duties and Day-to-Day Responsibilities, but not limited to the following:

• Ensuring site adherence to required food safety laws, regulations, company policies and practices. Oversee the implementation of Good Manufacturing Practices and associated FSMA programs to ensure product safety and quality.
• Ensures the development, compliance, and certification of HACCP and other food safety programs at the manufacturing site.
• Lead, manage and develop a highly trained quality assurance staff to meet current and future quality and food safety requirements.
• Ensure timely escalation to Management of critical quality and food safety issues.
• Ensure compliance and record keeping for all mandated quality and food safety checks, testing, sampling, and sanitation activities.
• Confirm product testing is completed promptly and accurately to ensure only the highest quality products are shipped to the customer.
• Control and update procedures, including quality procedures, standard operating procedures and work instructions. Ensure that procedures are accurate and staff has been trained on procedures.   
• Develop and manage necessary quality and food safety training programs and administer the quality training to site employees.
• Prepare for and participate in customer and regulatory audits at the site to ensure superior audit scores and compliance with all regulatory and customer requirements. Review and document completion of any corrective actions and provide follow up with customers and regulatory agencies.
• Develop and manage the site internal quality auditing program.
• Manage troubleshooting efforts and investigations to determine root cause when personnel or process deviations or failures occur and subsequently, identify and implement necessary corrective actions to prevent recurrence. Provide full documentation of investigation and corrective actions accomplished.
• Responsible for external and internal communication to customer complaints. Oversee and investigate all site customer returns or complaints to ensure accurate determination of root cause and implementation of any needed corrective actions.  
• Develop and monitor the site environmental monitoring program to assure manufacture of the highest quality and safe products.
• Oversee the site Kosher program and procedures and maintain Kosher status on required products.
• Oversee the site allergen program and procedures and assure allergens are properly controlled to prevent cross contamination opportunities.
• Ensure the development, reporting, and achievement of quality and food safety metrics to drive continuous improvement in site quality and food safety programs. Provide site management an accurate view of site performance through reports, meetings and presentations.  Report to upper management on daily exceptions.
• Use continuous improvement methodologies and projects to improve and streamline quality processes.
• Assist group on new commercialized products so that quality and related customer issues can be resolved to ensure a successful product launch for the company and the customer.
• Manage the department quality budgets and spending.
• Assist technical team for R&D projects.

Minimum Training, Education, and Experience Requirements:

Bachelors of Science degree in chemistry, microbiology, food science, or health science; or three to five years’ work related experience and/or training; two to five years’ experience in a food manufacturing environment.  Has experience in leading, developing, and coaching exempt and non-exempt employees.

• Knowledgeable in FDA and non-US quality regulations, guidelines, and standards is essential.
• Prior experience interacting with regulatory agencies is strongly preferred.
• Necessary characteristics include: being a self-starter, goal-oriented, attention to detail, team-oriented, ability to have positive interactions with other professionals without being critical and ability to multi-task.
• Understanding of quality testing and standards within the food industry including analytical, microbiological and sensory.
• Strong computer skills including Word, Excel, PowerPoint and business management software.

Key Metrics:

The Quality & Food Safety Manager will be held accountable for the following metrics (not all inclusive) as it relates to the operational area assigned.  Additional metrics may be assigned.

Behavior Competencies:

To perform the job successfully, the individual must demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Work Environment:                 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• Office, laboratory, and manufacturing environment.
• Standing for long periods of time.
• Ability to manage a fast paced operation that can run 24/7 and that includes a dedicated group of quality minded professionals.