Quality Control Specialist

Position Purpose

The Quality Control Specialist’s primary responsibility is to provide Quality Supervision and Quality Control visits on VIP and random local relocations for primarily Household Goods. The primary objective is to ensure Company exceeds all customer expectations throughout the entire relocation process, most importantly the activity which takes place in the customer’s home and/or place of business, i.e. packing and loading of personal belongings. This is a high energy position requiring sound decision making, excellent communications skills, verbal and written, ability to multi-task, and sterling customer relations skills. The Quality Control Specialist must have the ability to continually prioritize various daily duties and tasks and can make timely and accurate decisions.

Essential Functions

• Responsible for quality control visit, random spot checks and phone calls of certain customer moves to be determined by Planes Management.
• Responsible for taking over difficult issues from the customer service or operations personnel as needed and going to the customer’s home and or place of business or calling the customer to resolve outstanding issues.
• Responsible to work with the management teams of Operations and Customer Service to properly resolve outstanding issues for other/foreign agent’s customers.
• Work with Planes contractors and service crew members to make sure they are providing quality service on each job visited adhering to Planes standards and communicating to management actions necessary to improve quality.
• Fully support and demonstrate a good working knowledge of the five elements of the PQM process: Measurability, Evaluation, Accountability, Corrective Action/Training and Timely Rewards.
• Maintain a UniGroup University student ID number. Be willing to take classes as directed by Management.
• Manage the entire relocation process for moves assigned through the Executive Leadership offices which have an important and or sensitive relocation.
• Perform OA surveys with accuracy providing accurate information on scope of relocation.
• Perform and or assist with packing/loading/unloading moves as directed and or necessary particularly with VIPs and Red Alert customers.
• Observe/Administer a minimum of three (3) pre-trip vehicle inspections per week with the respective Van Operator.
• Administer a minimum of three (3) on-site vehicle inspections per week with the respective Van Operator.
• Must be available to pre-schedule or react as necessary providing QC or training services needed outside of normal business hours.
• Keep up with UniGroup and Planes standards of best practice to be able to apply that knowledge appropriately through training.
• Provide training leadership working with the local Planes Certified Labor Trainer for the various service lines, such as but not limited to: packing, container loading, international packing/wrapping/loading/unloading/unpacking/unwrapping.
• Assist with training new service personnel.
• Maintain working knowledge of FastTrack and work with 140 Van Operators and assigned personnel with the implementation and continued use of FastTrack.
• Maintain appropriate driver’s license and appropriate United driver qualification status adhering to Planes and United safety policies and procedures.
• Demonstrate a willingness to improve job related skills, be responsive to directions, accept constructive feedback and show flexibility and creativity in completing work assignments.
• Adhere to all company policies and procedures outlined in the Employee Handbook and Departmental Manual.
• Accept and perform additional job duties, assignments, or projects as directed by your immediate Supervisor or management for the betterment of the Company.
• Uphold the Company's Core Principles of TEAM (Trust, Empowerment, Accountability, Mesh) in daily practices.
• Maintains regular, punctual attendance and attends required meetings and/or training.
  
  
  

Education/Experience

• High school diploma or GED required.
• Bachelor’s degree in business or related field or equivalent relevant work experience preferred.
• Minimum of 3 year(s) industry experience required.
• Experience in customer service required.
  
  
  

Job Requirements/Skills

• Experience working in a fast-paced environment while maintaining attention to detail.
• Ability to communicate and interact with people of various levels in an effective and professional manner.
• Excellent organizational skills to efficiently perform daily work activities.
• Must have good problem-solving skills and make sound business decisions.
• Ability to efficiently handle multiple tasks and responsibilities simultaneously.
• Possess excellent written and verbal communication skills, as well as being a good listener.
• Ability to work independently and complete assignments with minimal supervision.
• Strong Microsoft Office applications skills (Word, Excel, Outlook and Power Point).
• Customer service driven with the ability to meet customer needs in a timely fashion.
• Ability to work under the pressures of time constraints in a fast-paced work environment.
• Ability to coach, mentor, and professionally develop subordinates.
• Must become United Van Line and Planes Qualified.
  
  
  

Physical Requirements

• Frequent exposure to sunlight, dust and dirt, grease, exhaust and/or fuel fume odors.
• May require nights and/or weekends, based on operational needs.
• Must be able to handle a demanding, fast-paced work environment.
• The ability to lift to 100 pounds unassisted, many warehouse items are cumbersome.
• Bending, stooping, pushing, pulling, lifting, and standing for extended periods of time.
• Varying inside and outside weather and temperature conditions.