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SR. QUALITY MANAGER, CLIENT SERVICES
(Ref: 5366)
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Company:
Location:
Company Industries: |
Asurion
US-Tennessee-Nashville
Insurance, Telecommunications, Other |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
5-10 Years Experience
Not Specified |
| Posted: |
Tuesday, August 28, 2007 |
Job Description:
The primary purpose of this position is to support and promote the relationships between our Clients, Clients Services and Operations in behalf of the Quality organization. This entails the close coordination of information, analysis and reporting of quality metrics, new program introductions, and strategic alignments for new client developments.
Primary Duties and Responsibilities
Coordinate weekly meetings, visits, conference calls with all parties to meet state stated objectives.
Interface with Operations management and Client Services to help determine quality needs.
Communicate Clients’ requirements to Quality Department, enterprise-wide.
Conduct analysis of customer surveys and CSAT reports aligned to specific client targets.
Create an environment, which promotes and teaches the platforms of continuous improvement.
Teach the fundamentals of Six Sigma/Lean and use the quality tools as a part of every day business and problem solving.
Provide the qualitative and quantitative analysis to determine performance and trends impacting the clients.
Lead projects as necessary.
Participate in regular calibration events with Client and Service Providers.
Maintain an open door policy for all Quality employees and foster a positive environment of professional growth and teamwork.
Requirements
BA/BS preferred.
Eight – ten years business experience required.
Five year Client Service experience in a technical industry required.
Excellent communication and presentation skills
Ten years direct management experience in a large corporate environment
Three years experience in Contact Center environment
Outstanding people skills
Strong analytical skills
Black Belt/LEAN certification preferred
Strong computer skills; MS Office required, Visio, MS Project preferred
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