QA Manager (customer advocacy)
써모 피셔 사이언티픽
- 서울시 강남구
- 정규직
- 풀타임
- 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 (e.g., 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.