Monitors consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analyzing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction; and identifying training opportunities. Oversees complex or high-visibility quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; identifying, developing, and implementing process changes; leading the implementation of quality assurance programs; evaluating utilization and effectiveness of quality assurance programs; evaluating data in order to determine behavioral gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels. Oversees quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; managing processes; and communicating recommendations to leadership. Develops the annual quality control overhead budget by reviewing and approving budgets; compiling an overall budget across all quality control divisions; submitting capital expenditure requests for the budget; and comparing forecasted budget to actual spending to identify and reconcile discrepancies. Monitors processes for on-boarding new suppliers and maintaining processes for existing suppliers by implementing and maintaining quality protocols across the supplier matrix; developing and conducting supplier training, feedback, and learning sessions; defining, compiling, maintaining, and validating internal metrics to formally assess supplier performance; and assessing and communicating supplier performance to management and business partners. Provides overall direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing business strategies, plans, and practices; analyzing costs and forecasts and incorporating them into business plans; determining and supporting resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning. Develops and implements strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; supporting mentorship, workforce development, and succession planning; and leveraging the capabilities of new and existing talent. Cultivates an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices; developing consequences for violations or non-compliance; and supporting the Open Door Policy. Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals by sponsoring and leading key community outreach and involvement initiatives; engaging key stakeholders in the development, execution, and evaluation of appropriate business plans and initiatives; and supporting associate efforts in these areas.
Textile background preferred.
Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 5 years’ experience in training, quality, product development, related area OR 7 years’ experience in training, quality, product development, or related area.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Assessing training programs and customer service levels in a production, sales, or customer service environment., Large-scale testing experience, Supervisory
Masters: Business, Masters: Communication, Masters: Education, Masters: Engineering General
International Standards Organization - Certificate, Six Sigma - Certification