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Quality Assurance Leader

Company: Indiana State Job Bank
Location: South Bend
Posted on: March 25, 2020

Job Description:

OVERVIEW Under general direction, performs quality assurance audits, analysis and reporting. These responsibilities are complex in nature that requires independent judgment and solid work experience for each function. Supports quality audits and document control by conducting audits of department processing, compliance and systems audits. Document control contains tracking of QA document change control, revisions, dates, signatures, etc. as well as finding supporting reference documents. Maintains sound internal customer relationships by handling questions and concerns with speed, accuracy and professionalism. Assists with projects from QA manager and performs the auditing of a variety of processes to report performance accuracy from the customers' experience. Essential Functions: * Improve quality metrics to world class levels * Standardize quality systems across the contact center * Lead coordination and oversee internal and external quality audits * Improve customer satisfaction levels per the CSAT survey * Leads responses to emerging quality issues and responsible for containment and tracking of those issues * Standardized the company's Quality policy and corrective action process * Establish improved agendas for each LOB (Line of business) within the contact center * Leading root cause analysis of key quality concerns * Leading quality personnel to ensure quality KPIs are met and timely PPAP requirements are met, * Visiting customer productions plants and discusses any problems with the product during the production * Analyze Customers Warranty Claim Data * Developing new quality assurance methods * Conducting call monitoring sessions with both internal management and business partners * Communication with all levels of management including leadership * Lead, motivate, and influence others to maximize performance * Set high standards of performance, pursue aggressive goals and achieve them * Ability to enforce company policies up regarding process, compliance and quality standards * Support and mentor new employees * Conduct evaluations to identify areas of improvement * Offer effective feedback and counseling to front line associates and manager * Other duties may be required by Manager Competencies * Excellent verbal, written and interpersonal communication skills. * Outstanding customer service skills and dedication to providing exceptional customer care. * Must be self-motivator and self-starter. * Focus on quality and customer service. * Exceptional listening and analytical skills. * Solid time management skills. * Must be able to effectively deal with people at all levels inside and outside of the Company. * Creative ability and writing proficiency. * Ability to multitask and successfully operate in a fast paced, team environment * Must adapt well to change and successfully set and adjust priorities as needed. * Must be proficient with Microsoft Office (intermediate Word, basic Excel); * Bi-lingual a plus Supervisory Responsibility This position has the following positions reporting to it: Quality Leader Physical DemandsWhile performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member may have to lift and/or move items over 50 pounds. Position Type/Expected Hours of Work This is a full-time salary position Monday Friday Travel Travel will be minimal and would be primarily local during the business day. Required Education and Experience * Bachelor s Degree, Preferred Work Authorization/Security Clearance Must be able to pass EVerify. AAP/EEO StatementLCI provides equal employment opportunity to all Team Members and applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category. Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or resp

Keywords: Indiana State Job Bank, South Bend , Quality Assurance Leader, Other , South Bend, Indiana

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