Services – Quality and Process Manager

Job Category: Services PSA Systems Coordinator
Posted: April 5, 2022
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  • Oversea Training in US, Canada
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Why You'll Love Working Here
  • Oversea Training in US, Canada
  • Full Social Insurance
  • Extra Healthcare Insurance
  • 13h Month Salary & Talented Retention Bonus
  • Annual leave: 14 days, …
  • Training: PMBok, BABok, ISTQB, English, Microsoft Certificate…
  • Teambuilding, Company trip…
  • Clubs: Football, Ping Pong, …

Job Description

We are looking for Mapping QA Specialist I to join our team!

What you will do:

  • Responsibility in design and implementation software application.
  • Working with team to develop company’s products.
  • Mentor and train more junior developers.
  • Other tasks will be assigned by the manager.

Primary Role of Position:

Services Quality and Process Manager is responsible for ensuring that the Global services teams provide the best Customer experience.

The Quality and Process Manager should help drive high-quality services that continue to develop with market needs.

The Quality and Process Manager works to improve internal processes, practices and quality standards to provide consumers with the best possible value - always striving for continuous improvement and excellence.

The Quality and Process Manager’s main responsibility is to help the services organizations achieve continued success in their respective team.

Responsibilities

KRA 1: Customer Experience (40%)

  • Drive Customer excellence through regular process and quality review meetings with Services Teams
  • Maintain a register of improvement from complaints/escalation related to Global Services and ensure all are followed up.
  • Monitor Customer Complaint/escalation and conduct lessons learned to drive improvements
  • Support teams with structure and feedback for larger complaints or escalations
  • Review customer satisfaction surveys, track trends and suggest areas for improvement

KRA 2: Continues Improvements (40%)

  • Conduct Internal audits – ensuring that processes and quality standards are maintained
  • Work with the Information Security Manager to ensure corporate standards are implemented and maintained
  • Be the Single point of Contact for Process improvements in Global Services
  • Maintain Improvement register for Process, Quality and Services improvements and ensure continued follow-up

KRA 3: Key Performance Indicators and Reporting (20%)

  • Develop and conduct ongoing training for TrueCommerce employees requiring Trading Partner/Client maps, labels and packing slips knowledge
  • Support PSD with EDI Standards, Trading Partner/Client feedback, labels and advanced troubleshooting
  • Execute on other assignments as directed.

Requirements

Experience years:

  • 3+ years with Quality Management Programs
  • 3+ years Lean Six Sigma
  • 5+ years with client services, business to business or computer support/service Preferred
  • 1+ years experience with auditing Preferred

Skills

  • Analytical
  • Structured
  • Problem Solving/Analysis
  • Collaborative
  • Self-Motivated
  • Team Player
  • Excellent English skills
  • Other Requirements:

    In addition to the above-mentioned Role Specific Competencies, all employees will be expected to demonstrate Core Competencies as determined by the executive leadership team and Human Resources. For a list of current Core Competencies, please see Human Resources.

    • Adaptability/Flexibility
    • Initiative/Innovation
    • Customer Focus
    • Values/Integrity
    • Results Focus
    • Teamwork
    • Willingness to work a flexible schedule between 8am-8pm.
    • Willingness to dedicate extra effort beyond standard working hours.

    Education/Training Preferred:

    • BA/ Master in Business Administration or IT