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Working as a Senior Quality/Methods & Procedures/Process Manager, you will be responsible for the implementation of total quality, methods and procedures, and process programs for a business unit as an individual contributor role. You will lead the design, facilitation, and training related to total quality plans as well as work with Six Sigma certified professionals in accomplishing key projects. You will also lead the planning, developing, and implementing techniques for ensuring the maintenance of quality levels using accurate methods, procedures, and processes. You will develop metrics that provide data for process measurement; identify indicators for future improvement opportunities as well as collect data to identify root cause of problems. As a member of this team, you will provide consultation on the use of re-engineering techniques to improve process performance and product quality. You may deliver presentations and training courses including measurement, analysis, improvement and control. The perfect candidate will be seen as Subject Matter Expert (SME).
Additional Responsibilities:
* Review product designs, establish procedures and techniques for control of quality standards, direct inspection services, coordinate manufacturing and engineering, and confer with customers to define and resolve product quality problems
* Assess projects to analyze risks and costs and makes related recommendations as well as identify the method and process deficiencies that may inhibit effectiveness
* Lead the proposed policies, procedures, systems, forms, and reports among all locations and departments and provide direction for defining process flows, business rules, and user requirements
* Work with outside vendors to identify/schedule programs and support materials and lead the development and implementation of operational performance metrics, process control points, and results management
* May employ tools such as Six Sigma methodology to accomplish business objectives. Facilitate complex and/or technical organizational process improvement activities and well as facilitate the identification, analysis, development, and documentation of process improvements
* Write, rewrite and/or edit documents such as technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, and related technical publications to communicate clearly and effectively technical specifications and instructions to a wide range of audiences
* Successful candidates must demonstrate strong oral and written English communication skills.
* Highly Desirable: Cisco and Genesys Contact Center experience or knowledge base.
* Experience with writing desk level procedures focused on ITIL principles
* Operations process documentation and support experience
* Demonstrated knowledge and /or experience with metrics and process enforcement/compliance
* Demonstrated knowledge and /or experience with developing trend charts, Pareto analysis, and statistical process control charts Required Qualifications:
* Strong verbal, presentation, communication and analytical skills
* Strong project management skills
* Strong experience with Microsoft Office applications (Excel, Word, PowerPoint, Access)
* Ability to work with all levels of management Strong negotiation Desired Qualifications
* Four year degree in Business or Technology related fields or equivalent work experience (5 years)
* Information Technology background and/or working conceptual knowledge of: SQL, PL/SQL, Java, Oracle, ColdFusion, Adobe, database development and platform planning
