Manager Process Improvement and Quality Control Details

Manager Process Improvement and Quality Control

Sedgwick - Indianapolis, IN

Employment Type : Full-Time

The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option. Manager Process Improvement and Quality Control IF YOU CARE, THERE’S A PLACE FOR YOU HERE
For a career path that is both challenging and rewarding, join Sedgwick’s talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets—their employees, their customers and their property. At Sedgwick, caring counts®. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others. PRIMARY 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.

QUALIFICATIONS Education & Licensing
Bachelor'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). Experience
Eight (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. Two (2) years service with the company preferred. 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 ENVIRONMENT
When 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 deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking NOTE: 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.