What are the responsibilities and job description for the Quality Program Manager position at NR Consulting?
Title: Corporate Customer Quality Program Manager
Location: Burlington, WA/ Fort Mill, SC (50% Travel)
Duration: Direct Hire Role
Essential Duties and Responsibilities
- Align the Customer Quality function and processes with Client's Vision and Purpose.
- Build Client's Customer Experience and Quality (SCE&Q) program structure, short-term, mid-term and long-term goals and metrics for strategic success.
- Establish and deploy and ensure adherence to the Client's Customer Experience & Quality SCE&Q maturity growth Road Map.
- Drive and deploy the SCE&Q program through x-functional and x-site collaboration effort.
- Implement and improve customer and third-party auditor IPM (In-Process Monitoring), PSI (Pre-Shipment Inspection) and CLM (Container Loading Monitoring) processes.
- Manage and improve Client's customer risk score.
- Work with site Customer Quality Engineers to implement standard RMA, RCCA process at the sites, communicate and replicate Best Customer Quality Practices and lessons learned across all facilities.
- Deploy and lead the PK, A3 and Apollo processes for conducting, implementing, reporting and following up on Problem-Solving, Escalation, Root Cause Analysis and Corrective Action of customer quality issues.
- Liaison with key departments, to improve IPM (In-Process Monitoring) and RMA response time and aging time.
- Conduct benchmarking and analysis on customer satisfaction, quality and service metrics; identify and implement process improvement opportunities.
- Work with the Sales and Product Engineering teams and play a proactive role in collecting the voice of the customer (VOC), defining, implementing and driving customer satisfaction and delight methodologies that will result in Client customers achieving a level of customer experience that will set us apart from all competitors.
- Work with Safety, Product Engineering, Production and Sales teams to ensure the highest level of safety in our products.
- Establish operating mechanisms for reviewing, reporting and communicating SCE&Q program performance and maturity progress at multiple levels in the organization.
- Willingness and ability to travel based on customer need; up to but not limited to 50%.
Education and/or Experience
- Bachelor's degree in Engineering or equivalent work experience.
- Minimum 7 years working in a Quality or Customer Service organization (customer-facing relationship experience preferred).
- Minimum 5 years in a Quality Management or Quality Engineering role.
- Minimum 3 years Project Management experience managing large-scale, x-functional projects.
- Proven record of excelling on customer-facing relationships.
- Proven record of results managing in a matrix environment.
- Experience in solar/PV manufacturing preferred.
- ASQ CQE preferred.
- Lean Six Sigma Green Belt or Black Belt preferred.
Salary : $110,000 - $125,000
