Quality Assurance Manager

4 weeks ago


Ontario CA, United States Bertelsmann Full time

The Quality Assurance Manager will oversee all personnel and assign daily floor coverage based on production demands. This individual is responsible for the accuracy of evaluations, analysis, and overall performance of the Transaction Monitoring Team. Additionally, this supervisor is responsible for staff development and the proactive identification of account-level performance-related opportunities by KPI, including customer experience drivers, customer satisfaction levers, and knowledge management improvement areas.

Your Key Responsibilities
  • Ensure effective employee relations and maintain a positive work environment.
  • Inspect and monitor accurate performance trends report data for each PPM metric.
  • Complete RCA's for non-compliance issues and ensure timely resolution.
  • Ensure all employees receive proper training in all areas, coordinate job rotation, and cross-training.
  • Meet customer expectations and ensure high-quality service delivery.
  • Generate weekly quality metric reports and provide insights for improvement.
  • Conduct annual performance reviews for direct reports and provide constructive feedback.
  • Evaluate and manage staff effectiveness by partnering with operations to create improvement action plans.
  • Ensure facilitation and coordination of calibration processes and sessions.
  • Review daily time-keeping via Kronos, manage and approve direct report time off.
  • Oversee and administer audits of key support processes with each account and conduct periodic audits of staff and departmental processes.
  • Ensure consistent application of the quality process and attend client calibration monitoring sessions.
Your Profile
  • 3+ years of experience as a Quality Inspector/Supervisor in a similar environment.
  • Experience with ISO 9001 and ISO 14001 quality standards and procedures.
  • SAP experience and a BA or BS degree.
  • Six Sigma background/experience and ability to commute to the designated location.
We Offer
  • A competitive salary of $66,000 per year.
  • Medical, dental, vision, life insurance, and disability pay.
  • 401(k) with company matching up to 6%.
  • Paid Time Off, including paid holidays.
  • Flexible Spending Accounts.
  • Voluntary benefits such as legal and financial assistance, pet insurance, and more.
  • Employee Assistance Program.
  • Ongoing employee development opportunities, including tuition reimbursement, scholarships, and training.
  • Commuter benefits.
  • Employee engagement activities.


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