Manager Process Improvement and Quality Control
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague.
A career at Sedgwick means experiencing our culture of caring.
It means having flexibility and time for all the things that are important to you.
It's an opportunity to do something meaningful, each and every day.
It's having support for your mental, physical, financial and professional needs.
It means sharpening your skills and growing your career.
And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve.
If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here.
Join us and contribute to Sedgwick being a great place to work.
Great Place to Work Most Loved Workplace Forbes Best-in-State EmployerManager Process Improvement and Quality ControlPRIMARY PURPOSE:
To ensure contact center and warehouse procedural and quality control requirements and activities are appropriately defined, measured and aligned with organizational goals of delivering continuous improvement and exceptional customer service to internal and client constituents; to continuously assess customer service, quality control and training needs; to develop methodologies and resource tools to improve and maintain efficient and profitable operations that also produce the highest quality of services, and support service delivery through all client channels; and to support colleague development through direct reports and collaboration with operational and support services teams.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES Ensures that direct reports, supervisory/operational staff and other operations served through the quality function are properly and consistently administered voice recording and quality assurance applications.
Reviews, analyzes and provides management level reporting on quality assurance processes and outcomes.
Coordinates effort with operations, training, client services and other team to develop and implement national contact center quality initiatives.
Participates in the development of technology and process improvement solutions that drive performance of contact center and warehouse colleagues.
Manages directly and through supervisory personnel colleague coaching, mentoring and group training.
Assists with vendor management for voice recording and quality assurance tools.
Works across functional groups and teams to provide management with objective colleague quality measurements and recommendations to improve organizational and client level performance.
Effectively manages process improvement initiatives and communication to operational teams focused on ensuring consistency in process and service delivery to diverse client base.
Train and guide resources in process improvement techniques.
Reviews and analyzes the performance of various procedures and makes recommendations for improvements.
Provide an objective assessment of how well a business operates and give actionable tips to refine all aspects of the business.
Strive to make business processes easier, faster, better quality and more affordable by utilizing process analysis and re-engineering techniques to improve product quality resulting in lower operating costs.
Partner with operational leaders to investigate customer complaints regarding quality issues and develop a solution.
Analyze quality control test results and provide interpretation and feedback to production management or staff.
Produce reports regarding nonconformance of products or processes, daily production quality, root cause analyses, and quality trends.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned.
Supports the organization's quality program(s).
Travels as needed.
SUPERVISORY RESPONSIBILITIES Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
Provides support, guidance, leadership and motivation to promote maximum performance.
Ensures the team works in accordance with the approved company operating policies, procedures, practices and methods.
QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university preferred.
Bachelor's degree in Engineering, Business, Operations or Quality strong preferred.
Professional certification, association membership and training appropriate to position preferred (e.
g.
Lean and Six Sigma training/certifications).
ExperienceEight (8) years contact center, warehouse/logistics and/or quality control experience or equivalent combination of education and experience required to include two (2) years supervisory and/or training experience.
Skills & Knowledge Thorough knowledge of business operations including contact center and warehouse practices and procedures Thorough knowledge of quality control processes Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products Leadership/management/motivational skills Strong analytical and interpretive skills Strong organizational skills Excellent interpersonal skills Ability to work in a team environment Ability to meet or exceed Performance Competencies Possesses a 'completer-finisher' mindset taking accountability for ideas form inception to delivery Excels in an environment that requires robust metrics to confirm success Acute attention to detail Adapts quickly to changing requirements and/or environment Must be able to multi-task and work in a fast-paced environment WORK ENVIRONMENTWhen applicable and appropriate, consideration will be given to reasonable accommodations.
Mental:
Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlinesPhysical:
Computer keyboarding, travel as requiredAuditory/Visual:
Hearing, vision and talkingNOTE:
Credit security clearance, confirmed via a background credit check, is required for this position.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.
They are not intended to constitute a comprehensive list of functions, duties, or local variances.
Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.
You may be just the right candidate for this or other roles.
Recommended Skills Analytical Attention To Detail Business Process Improvement Business Processes Coaching And Mentoring Communication Estimated Salary: $20 to $28 per hour based on qualifications.
A career at Sedgwick means experiencing our culture of caring.
It means having flexibility and time for all the things that are important to you.
It's an opportunity to do something meaningful, each and every day.
It's having support for your mental, physical, financial and professional needs.
It means sharpening your skills and growing your career.
And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve.
If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here.
Join us and contribute to Sedgwick being a great place to work.
Great Place to Work Most Loved Workplace Forbes Best-in-State EmployerManager Process Improvement and Quality ControlPRIMARY PURPOSE:
To ensure contact center and warehouse procedural and quality control requirements and activities are appropriately defined, measured and aligned with organizational goals of delivering continuous improvement and exceptional customer service to internal and client constituents; to continuously assess customer service, quality control and training needs; to develop methodologies and resource tools to improve and maintain efficient and profitable operations that also produce the highest quality of services, and support service delivery through all client channels; and to support colleague development through direct reports and collaboration with operational and support services teams.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES Ensures that direct reports, supervisory/operational staff and other operations served through the quality function are properly and consistently administered voice recording and quality assurance applications.
Reviews, analyzes and provides management level reporting on quality assurance processes and outcomes.
Coordinates effort with operations, training, client services and other team to develop and implement national contact center quality initiatives.
Participates in the development of technology and process improvement solutions that drive performance of contact center and warehouse colleagues.
Manages directly and through supervisory personnel colleague coaching, mentoring and group training.
Assists with vendor management for voice recording and quality assurance tools.
Works across functional groups and teams to provide management with objective colleague quality measurements and recommendations to improve organizational and client level performance.
Effectively manages process improvement initiatives and communication to operational teams focused on ensuring consistency in process and service delivery to diverse client base.
Train and guide resources in process improvement techniques.
Reviews and analyzes the performance of various procedures and makes recommendations for improvements.
Provide an objective assessment of how well a business operates and give actionable tips to refine all aspects of the business.
Strive to make business processes easier, faster, better quality and more affordable by utilizing process analysis and re-engineering techniques to improve product quality resulting in lower operating costs.
Partner with operational leaders to investigate customer complaints regarding quality issues and develop a solution.
Analyze quality control test results and provide interpretation and feedback to production management or staff.
Produce reports regarding nonconformance of products or processes, daily production quality, root cause analyses, and quality trends.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned.
Supports the organization's quality program(s).
Travels as needed.
SUPERVISORY RESPONSIBILITIES Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
Provides support, guidance, leadership and motivation to promote maximum performance.
Ensures the team works in accordance with the approved company operating policies, procedures, practices and methods.
QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university preferred.
Bachelor's degree in Engineering, Business, Operations or Quality strong preferred.
Professional certification, association membership and training appropriate to position preferred (e.
g.
Lean and Six Sigma training/certifications).
ExperienceEight (8) years contact center, warehouse/logistics and/or quality control experience or equivalent combination of education and experience required to include two (2) years supervisory and/or training experience.
Skills & Knowledge Thorough knowledge of business operations including contact center and warehouse practices and procedures Thorough knowledge of quality control processes Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products Leadership/management/motivational skills Strong analytical and interpretive skills Strong organizational skills Excellent interpersonal skills Ability to work in a team environment Ability to meet or exceed Performance Competencies Possesses a 'completer-finisher' mindset taking accountability for ideas form inception to delivery Excels in an environment that requires robust metrics to confirm success Acute attention to detail Adapts quickly to changing requirements and/or environment Must be able to multi-task and work in a fast-paced environment WORK ENVIRONMENTWhen applicable and appropriate, consideration will be given to reasonable accommodations.
Mental:
Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlinesPhysical:
Computer keyboarding, travel as requiredAuditory/Visual:
Hearing, vision and talkingNOTE:
Credit security clearance, confirmed via a background credit check, is required for this position.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.
They are not intended to constitute a comprehensive list of functions, duties, or local variances.
Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.
You may be just the right candidate for this or other roles.
Recommended Skills Analytical Attention To Detail Business Process Improvement Business Processes Coaching And Mentoring Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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