QMG6
Customer Satisfaction & Quality Manager / Unit Manager

Mission
• Supervise the complete scope of the Quality function or more than two specific quality sub-functions as the ultimate person in charge of customer satisfaction.
• Organize/manage the Quality function within a given entity
• Advise management regarding quality matters.
• Establish acceptable standards with defined limits of variation in quality of the material, size, weight, finish or other characteristics for goods or services, and maintain these standards.
• Implement operational techniques and perform activities aimed both at monitoring a process and at eliminating causes of unsatisfactory performance at relevant stage of the quality loop in order to result in economic effectiveness. Key Responsibilities
• Manages the Customer Satisfaction & quality function within one site and develops quality action plans, allocates resources.

Main Activities
Manage the CS&Q in the Plant
VOC : Voice Of the Customer
• Interact regularly with customers to better understand their expectations and concerns
• Represent the voice of customer and drive the customer centricity within the entity
• Influence the decision process of their entity to always consider the voice of the customers
• Contribute to improving customer satisfaction and achieving quality goals by defining, implementing and managing action plan Quality Excellence & System
• Run CS&Q related & the Product Return Management
• Drive Quality Excellence in Supply Chain and the relevant quality programs and methods to ensure continuous improvement
• Consolidate all Non-Quality Costs and drive improvement actions
• Alert the management on issues
• Contribute to the Tailored Supply Chain implementation
• Implement the Schneider quality policy, the Global directives and policies define CS&Q roles, targets and objectives within the entity
• Manage the Quality Management System of the entity
• Be responsible for people management including goal setting, performance management, competency development, recognition, engagement, well being.

Key Competences
• L05:Focus on Customer
• C009:Communicate Effectively
• L06:Foster collaboration and networking
• L03:Influence and Convince
• C005:Issue Resolution
• FQ05:Quality Authority
• C011:Business Acumen
• FQ08:Continuous Improvement
• FQ02:Customer Experience Performance
• FQ03:Customer Quality Analytics
• C014:Digital Acumen
• FQ12:Quality Manufacturing /Logistics Key Systems
• Working knowledge of Microsoft Office Suite
• Quality improvement tools, techniques & models
• Statistical quality techniques and analysis Education

Experience Level

• 8 years relevant experience - Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact method

• English B2

Qualifications

QMG6
Customer Satisfaction & Quality Manager / Unit Manager

Mission
• Supervise the complete scope of the Quality function or more than two specific quality sub-functions as the ultimate person in charge of customer satisfaction.
• Organize/manage the Quality function within a given entity
• Advise management regarding quality matters.
• Establish acceptable standards with defined limits of variation in quality of the material, size, weight, finish or other characteristics for goods or services, and maintain these standards.
• Implement operational techniques and perform activities aimed both at monitoring a process and at eliminating causes of unsatisfactory performance at relevant stage of the quality loop in order to result in economic effectiveness. Key Responsibilities
• Manages the Customer Satisfaction & quality function within one site and develops quality action plans, allocates resources.

Main Activities
Manage the CS&Q in the Plant
VOC : Voice Of the Customer
• Interact regularly with customers to better understand their expectations and concerns
• Represent the voice of customer and drive the customer centricity within the entity
• Influence the decision process of their entity to always consider the voice of the customers
• Contribute to improving customer satisfaction and achieving quality goals by defining, implementing and managing action plan Quality Excellence & System
• Run CS&Q related & the Product Return Management
• Drive Quality Excellence in Supply Chain and the relevant quality programs and methods to ensure continuous improvement
• Consolidate all Non-Quality Costs and drive improvement actions
• Alert the management on issues
• Contribute to the Tailored Supply Chain implementation
• Implement the Schneider quality policy, the Global directives and policies define CS&Q roles, targets and objectives within the entity
• Manage the Quality Management System of the entity
• Be responsible for people management including goal setting, performance management, competency development, recognition, engagement, well being.

Key Competences
• L05:Focus on Customer
• C009:Communicate Effectively
• L06:Foster collaboration and networking
• L03:Influence and Convince
• C005:Issue Resolution
• FQ05:Quality Authority
• C011:Business Acumen
• FQ08:Continuous Improvement
• FQ02:Customer Experience Performance
• FQ03:Customer Quality Analytics
• C014:Digital Acumen
• FQ12:Quality Manufacturing /Logistics Key Systems
• Working knowledge of Microsoft Office Suite
• Quality improvement tools, techniques & models
• Statistical quality techniques and analysis Education

Experience Level

• 8 years relevant experience - Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact method

• English B2

Schedule: Full-time
Req: 0094AG