- Develop and implement quality assurance strategies, policies, and procedures that align with the organization's customer advocacy goals.
- Streamline the process which involves multiple functions to reduce our response time to customer's inquiries which are related to mfg site's QMS
- Define and establish quality metrics, benchmarks, and key performance indicators (KPIs) specifically related to customer satisfaction and advocacy.
- Conduct regular assessments of customer interactions, communication channels, and touchpoints to ensure adherence to quality standards and customer-centric practices.
- Collaborate with customer support teams to gather customer feedback, identify pain points, and implement improvements that enhance the customer experience.
- Work closely with QA team at manufacturing sites to incorporate customer feedback and expectations into improvement of products.
- Lead and manage a team of quality assurance professionals, providing coaching, guidance, and performance feedback to ensure a customer-centric approach.
- Drive continuous improvement initiatives by analyzing customer data, identifying trends, and implementing corrective actions to address quality issues.
- Prepare and present regular reports on customer satisfaction, quality performance, and improvement initiatives to senior management.
- Bachelor's degree in a relevant field (, Quality Management, Business Administration, Customer Experience) or equivalent work experience.
- Strong knowledge of quality management methodologies, and tools.
- Excellent understanding of customer expectations and the ability to translate them into quality requirements and customer-centric practices.
- Demonstrated leadership abilities, including experience in managing and developing a team.
- Exceptional analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions to enhance customer advocacy.
- Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels.
- Detail-oriented mindset with a focus on accuracy and precision in quality control processes.
- Knowledge of relevant regulatory requirements and industry standards related to customer advocacy. Fluent English communication skill
- Previous supervisory experience required.
QA Manager - Seoul, 대한민국. - Thermo Fisher Scientific
설명
:Qualifications:
Note: This job description is a general outline of the key responsibilities and qualifications of the Customer Advocacy QA Manager role. It is not intended to be exhaustive and may be subject to change based on organizational needs and priorities.
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