Associate Quality Manager - Business Excellence

DUTIES & RESPONSIBILITIES

Performance Management

• Define and manages achievement of client performance objectives
• Responsible for meeting client Service Level Agreements for quality
• On-going management of Quality systems, processes, and procedures
• Plan and conduct internal Quality assurance audits
• Enforce compliance with internal procedures to ensure that established quality and process procedures are being followed by the appropriate personnel at all times.
• Coordinate, evaluate, and assist in developing action plans and following up on quality issues.
• Facilitate the account-initiated audits. Coordinate and host audits and inspections.
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
• Act as assigned house counsel for quality issues, providing guidance for staff questions and solutions to quality problems.
• Lead investigations of production/quality problems.
• Develop client relationships

People Management 

• Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Capability to train and conduct workshops in Quality Tools, Kaizens, lean training, etc.
• Works with BE Associate Manager/Quality Leads to resolve grievances
• Develops and trains team members through coaching, providing work advice and motivation.

Process Improvement 

• Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.  
• Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities.  
• Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
• Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
• Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.
• Maximize revenue and measure costs for group 

Technical 

• Review and approve process and QC documentation to release processes for distribution. Manage change controls and administer the change control system.
• Act as quality approver for documents requiring approval from a quality representative.
• Manage and provide internal SOP and ISO compliance training. Coordinate training across departments. Maintain training databases, and ensure that employee training records are up-to-date. Ensure new employees are trained on SOPs per specific job function.
• Ensure that appropriate records are properly controlled. Manage the proper storage and filing of controlled documents.  

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements, particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA)—For Healthcare Accounts

COMPETENCY REQUIREMENTS:

With a moderate competency level in ff.: 

• Communication Skills (Spoken & Written)
• Customer Service Orientation
• Computer Literacy
• Sense of Urgency
• Working in Interpersonal Skills
• Work Organization
• Thriving in Change
• Strategic Capability
• Coaching
• Performance Management
• Discipline Management
• Conflict Management
• Fiscal Management

With expert competency level in ff.:

• Process Improvement
• Job Knowledge
• Change Management
• Planning, Organizing, Controlling
• Problem Solving
• Presentation Skills
• Passion for Excellence
• Business Acumen
• Facilitation Skills
• People Management / Team Orientation
• Drive for Results / Execution
• Expertise / Analytical Skills

Supervises:  Quality Analyst / Supervisor

Education and/or Experience:

• At least 5 year(s) of working experience in the related field is required for this position.
• Preferably assistant managers/managers specializing in Quality & Process improvement role or equivalent
• COPC, Six sigma green belt or black belt, PMP Certified, etc. is an advantage
• Ability to analyze statistical data is a plus