Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
POSITION SUMMARY
This position is accountable for developing, administering, and directing the Fisher Hydraulics’ Quality Management System. The quality manager serves as the ISO9001 representative.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
Direct supervision of all quality assurance department personnel as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor of Science Degree in Mechanical Engineering, Quality Management or related technical field, preferred. Direct experience in inspection and quality assurance (7-10 years preferred) including at least 5 years in supervisory capacity. Must have a broad and in-depth knowledge of manufacturing processes and techniques, quality assurance, technology and exposure to data processing. Good mechanical comprehension with the ability to communicate orally and in writing effectively and interact successfully with all levels of the organization, vendors, and customers. Green Belt/Black Belt certification a strongly desired. Must have led the implementation of, or at a minimum, worked in an ISO certified organization where system maintenance and adherence were part of the individuals’ job function. Must have solid problem solving skills, and a working knowledge of the quality problem solving tools.
LANGUAGE SKILLS
Ability to read and comprehend instructions, blueprints, correspondence and memos in English. Ability to write English correspondence. Ability to effectively present information one-on-one, in small group situations and to management and company associates.
MATHEMATICAL SKILLS
Requires advance accounting skills which require analytical math, statistical math, math related to blue print reading and geometrical tolerance calculations.
REASONING ABILITY
Requires the use of disciplined problem solving methods.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The associate is occasionally required to stand, walk, and talk or hear. The associate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. The associate is required to wear appropriate protective equipment such as safety glasses and hearing protection when in manufacturing areas.
Job Type: Full-time
Pay: From $65,000.00 per year
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Work Location: In person
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