QMG6
Customer Satisfaction & Quality Manager / Unit Manager
Mission
• Supervise the complete scope of the Quality function or more than two specific quality sub-functions as the ultimate person in charge of customer satisfaction.
• Organize/manage the Quality function within a given entity
• Advise management regarding quality matters.
• Establish acceptable standards with defined limits of variation in quality of the material, size, weight, finish or other characteristics for goods or services, and maintain these standards.
• Implement operational techniques and perform activities aimed both at monitoring a process and at eliminating causes of unsatisfactory performance at relevant stage of the quality loop in order to result in economic effectiveness. Key Responsibilities
Want more jobs like this?
Get jobs in Río Grande, Mexico delivered to your inbox every week.
• Manages the Customer Satisfaction & quality function within one site and develops quality action plans, allocates resources.
Main Activities
Manage the CS&Q in the Plant
VOC : Voice Of the Customer
• Interact regularly with customers to better understand their expectations and concerns
• Represent the voice of customer and drive the customer centricity within the entity
• Influence the decision process of their entity to always consider the voice of the customers
• Contribute to improving customer satisfaction and achieving quality goals by defining, implementing and managing action plan Quality Excellence & System
• Run CS&Q related & the Product Return Management
• Drive Quality Excellence in Supply Chain and the relevant quality programs and methods to ensure continuous improvement
• Consolidate all Non-Quality Costs and drive improvement actions
• Alert the management on issues
• Contribute to the Tailored Supply Chain implementation
• Implement the Schneider quality policy, the Global directives and policies define CS&Q roles, targets and objectives within the entity
• Manage the Quality Management System of the entity
• Be responsible for people management including goal setting, performance management, competency development, recognition, engagement, well being.
Key Competences
• L05:Focus on Customer
• C009:Communicate Effectively
• L06:Foster collaboration and networking
• L03:Influence and Convince
• C005:Issue Resolution
• FQ05:Quality Authority
• C011:Business Acumen
• FQ08:Continuous Improvement
• FQ02:Customer Experience Performance
• FQ03:Customer Quality Analytics
• C014:Digital Acumen
• FQ12:Quality Manufacturing /Logistics Key Systems
• Working knowledge of Microsoft Office Suite
• Quality improvement tools, techniques & models
• Statistical quality techniques and analysis Education
Experience Level
• 8 years relevant experience - Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact method
• English B2
Qualifications
QMG6
Customer Satisfaction & Quality Manager / Unit Manager
Mission
• Supervise the complete scope of the Quality function or more than two specific quality sub-functions as the ultimate person in charge of customer satisfaction.
• Organize/manage the Quality function within a given entity
• Advise management regarding quality matters.
• Establish acceptable standards with defined limits of variation in quality of the material, size, weight, finish or other characteristics for goods or services, and maintain these standards.
• Implement operational techniques and perform activities aimed both at monitoring a process and at eliminating causes of unsatisfactory performance at relevant stage of the quality loop in order to result in economic effectiveness. Key Responsibilities
• Manages the Customer Satisfaction & quality function within one site and develops quality action plans, allocates resources.
Main Activities
Manage the CS&Q in the Plant
VOC : Voice Of the Customer
• Interact regularly with customers to better understand their expectations and concerns
• Represent the voice of customer and drive the customer centricity within the entity
• Influence the decision process of their entity to always consider the voice of the customers
• Contribute to improving customer satisfaction and achieving quality goals by defining, implementing and managing action plan Quality Excellence & System
• Run CS&Q related & the Product Return Management
• Drive Quality Excellence in Supply Chain and the relevant quality programs and methods to ensure continuous improvement
• Consolidate all Non-Quality Costs and drive improvement actions
• Alert the management on issues
• Contribute to the Tailored Supply Chain implementation
• Implement the Schneider quality policy, the Global directives and policies define CS&Q roles, targets and objectives within the entity
• Manage the Quality Management System of the entity
• Be responsible for people management including goal setting, performance management, competency development, recognition, engagement, well being.
Key Competences
• L05:Focus on Customer
• C009:Communicate Effectively
• L06:Foster collaboration and networking
• L03:Influence and Convince
• C005:Issue Resolution
• FQ05:Quality Authority
• C011:Business Acumen
• FQ08:Continuous Improvement
• FQ02:Customer Experience Performance
• FQ03:Customer Quality Analytics
• C014:Digital Acumen
• FQ12:Quality Manufacturing /Logistics Key Systems
• Working knowledge of Microsoft Office Suite
• Quality improvement tools, techniques & models
• Statistical quality techniques and analysis Education
Experience Level
• 8 years relevant experience - Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact method
• English B2
Schedule: Full-time
Req: 0094AG