| Job ID: | Job-0631 | | Job Title: | AVP, Quality and Performance Improvement | | location: | Bala Cynwyd, PA | | Jobtype: | Permanent | | Rate: | 140K - $155K +bonus | | Description: | Be the lead Quality Advocate in the organization. responsible for identifying, implementing, measuring, and reporting on Quality Practices that lead to the release of “high quality” products and services. You will be a role model for Values of Integrity, Respect, Professionalism, Quality and Teamwork and will hold yourself accountable for behaviors consistent with these values along with the rest of the organization. Key responsibilities include: Quality Processes, Practices, and Tools
It is the goal of service teams to implement “state of the industry” quality practices inside of our customer centric framework. This person should be highly knowledgeable about current industry quality best practices and maintain that knowledge by being networked into industry quality forums and thought leaders. This leader then needs to use their influence skills to partner with the service leads in the organization to make sure that appropriate quality practices are implemented by our functional teams.
Create strategies surrounding standardizing business processes within the Customer Service Department, implement best practices and support continuous improvements. You will have the opportunity to utilize your leadership skills and influence others to embrace change. Your excellent presentation skills will enable you to interact with all levels of employees. Ensure desired level of quality in service delivery to internal and external customers. Utilize Kaizen Events, Lean Six Sigma, CMMi for Services, PDCA, Statistical Analysis, planning and forecasting tools and methodologies. Own the definition of Service-wide quality goals and associated metrics upon which the entire organization is incented. These metrics should be a meaningful and simple set of benchmarks which effectively measure the service quality we are delivering to our customers. The AVP should publish Quality & Performance Improvement Reports that identify the current state of our quality metrics, progress against key quality initiatives, and future strategies and actions to continuously “raise the bar”. A key part of this role will be the ongoing development, coaching and mentoring of the quality assurance and quality control teams. It will be a high priority to develop successors for this role as well as other key roles in the quality unit. In order to succeed in this role, candidates will have the following - Bachelor's Degree, MBA / Master's Preferred
5 to 10 or more years of experience managing large change initiatives within customer service/ operations role. Prior Consulting Experience in process improvements / quality assurance projects. 5 or more years of prior management experience in a senior manager role.
Six Sigma knowledge or certified
Excellent Analytical and problem solving Skills
ASQ Certified is strongly preferred
Project management experience / certification is highly preferred
Insurance designations like INS, CPCU are highly preferred Email resume in Word to TheBigGameHunter@cisny.com. Please include the job code for the position with your resume. NO RELOCATION. NO VISA TRANSFERS. NO OVERSEAS RESUMES. NO 3RD PARTIES. To receive a complimentary subscription to my job search ezine, No B.S. Job Search Advice, go to www.JeffAltman.com to subscribe. Receive tweets from Twitter with job search tips and job listings – TheBigGameHuntr | |
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