Quality Assurance Manager
4 days ago
- Manage new and ongoing customer complaints and/or technological troubleshooting.
- Prioritize and track KPIs regarding timely communication regarding to status and resolution.
- Collect, analyze, and report on quality data utilizing Salesforce.
- Monitor, analyze, and report data to identify trends and recommend improvements.
- Work cross-functionally with numerous departments to address quality issues and implement quality improvements.
- Assist in identifying opportunities for improvement and aid in implementing strategies to enhance quality and efficacy.
- Manage KPIs including but not limited to; processing time, frequency and quality of communication.
- Report KPIs to internal and external stakeholders.
- Maintain an ongoing high level of product knowledge.
- Attend customer meetings and internal international meetings with product development teams and factories to challenge the quality process.
- Troubleshoot job site issues.
- Create accurate and detailed reports.
- Perform and support product modifications as needed.
- Ensure all products and procedures comply with quality standards and regulatory requirements.
- Bachelor's degree: Engineering / technology.
- Technical knowledge and experience in electronics and/or software development to properly characterize product issues.
- Minimum of 3-5 years of experience in a quality/technological troubleshooting environment.
- Network (RS485 / POE / Zigbee) knowledge highly preferred.
- Proven ability to conduct a solving process phase with other departments.
- Proficient with office applications - Word and Excel, Teams and Salesforce, SAP highly preferred.
- Proven ability to deliver presentations/detailed technical reports as needed/required.
- Proven ability and experience in conducting a customer meeting.
- Collaborate on inter-departmental solving processes with business lines with the engineering department, customer service, tech support, and product services teams as needed.
- Proven technological analytical skills/synthesis.
- Focused on customer satisfaction.
- Quality tools/methods knowledge (8D, 5W2H) highly preferred.
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
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