Service Quality Specialist[Data analysis]

Primary Duties and Responsibilities

• Ensure that all submitted service documents are compliant with service quality documents and procedures.
• Manage CAPAs assigned to US Service & Support and utilizes the tracking system to document their progress through completion and closure.
• Reports information to Service Management on overall compliance, CAPAs, Audit closure and possible improvements.
• Contact service personnel to obtain missing document components discovered during document review.
• Generate compliance reports to be distributed to the Service Management team in order to assess the performance of their teams.
• Generate weekly reports for the Service Organization to help ensure all members of the Service Organization are maintaining their compliance to departmental procedures.
• Follow-up with customers to attain materials required for quality investigation.
• Ensure all returns are received for those service documents that indicate returns are expected.
• Maintain a calibration database of measurement equipment and tools that contains the service orders where the equipment was used.
• Review training forms for accuracy and completeness.
• Verify validity of training documents included on training forms.
• Maintain and update training material curricula for service employees.
• Develop training and conduct program(s) to ensure high level of associate awareness of regulatory and compliance responsibilities.
• Serves as a representative of US Service & Support in department audits and facilitates this process, bringing in the appropriate personnel to discuss their area.
• Uses data to understand where training opportunities are and assists management in addressing these opportunities to assure compliance.
• Reports information to Service Compliance Manager on overall compliance and possible improvements.
• Create PM Plans as needed.

Minimum Qualifications

• Demonstrated leadership, motivational and organizational skills with a proven track record of accomplishments in cross-functional projects/team
• Understanding of Quality Systems and able to quickly learn Client business policies and department policies
• Possesses advanced understanding Microsoft Office programs
• Ability to learn quickly and take on new tasks, as needed
• Initiates and willingly accepts new assignments and successfully completes them.
• Demonstrated effective interpersonal skills; including effective internal and external communications and crisis/conflict resolution skills
• Possesses excellent problem solving skills
• Demonstrated consistent professionalism in customer, cross-team/functional interactions with high concern for customer needs and expectations
• Works well in a team environment