Department / Program: Quality Specialist
Department Hours: Mon-Fri 8-8
Level / Grade: N/A
Minimum Hours per Week: 40 Hours
Assigned Recruitment Specialist: Crystal Bolohan
Applicants must have met and sustained the performance criteria in their current position for the past 3 months (including attendance, performance metrics and schedule commitment) to be considered for this role.
Late or Incomplete Applications will not be considered
Concentrix is committed to the internal posting process and incumbent development. To maximize learning opportunity and positional experience, all internal applicants must meet a minimum time in position requirement. To qualify for this posting Concentrix employees working in the GM business units, excluding GM Canada Turnkey departments, and the OnStar business unit in
Implements, maintains and improves the ISO and COPC Site registered Corporate Quality Business Management System through the implementation, training, and maintenance of Quality System processes, and interaction with internal and external clients/customers. Actively participates in the monitoring, measurement and improvement of the Quality System. Leads and supervises Local Quality Council to ensure continuing compliance to site and Corporate Registrations. Sits as a member of the Corporate Quality Council and participates in corporate-wide System improvements. Facilitates internal and external audits, recruits and trains internal auditors from employee population, and maintains all local documentation as evidence of compliance. Ongoing expansion of the quality culture is considered key to this role. Generally is responsible for one business unit.
· Implements strategic quality direction into operational guidelines in the business unit
· Develops quality work instructions and participates in quality manual documentation reviews/updates
· Facilitates audits, recruits auditors from employee population, provides ongoing supervision
· Trains coaches to Contact Handling procedures
· May occasionally train CSRs
· Reviews evaluates and effects continuous improvements to quality system training programs
· Delivers and facilitates quality process training to organization
· Reports and communicates to Director of Quality and/or Quality Manager, head of business unit and others on salient quality issues
· Leads monthly Local Quality Council meetings and Management Reviews
· Assists internal organizations in the monitoring, measurement and analysis of processes and system performance.
· Facilitates root cause analyses – business unit and corporate
· Participates in Implementation Teams
· Conducts documentation reviews of all local documents
Education/Knowledge: High school education or equivalent; Post high school course completion in relevant quality courses; ideally has certification in auditing; Knowledge of ISO 9001:2000 and/or COPC standard; Knowledge of MSOffice (intermediate Word and Excel, basic Project, Powerpoint)
Experience / Skill: 1 year of auditing and/or management experience; 1 year experience working in an ISO environment; 1 year experience in call centres or service sector; Experience in process documentation;
Communication (Verbal and/or Written) - Able to clearly present information through the spoken and/or written word, influence or persuade others through oral presentation in positive or negative circumstances, listens well, able to write clearly in a variety of communication settings and styles.
Culture Alignment - Understands the Concentrix culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical, and respectful manner.
Customer Focus (Internal and External) - Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect. Communicates with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport.
Job Knowledge - Knows, understands and appropriately applies the technical /soft skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with new and/or updated program information, trends and developments in field.
Quality Orientation - The ability to complete work accurately and thoroughly, paying attention to the details of job responsibilities. Produces a minimum amount of errors while completing work. Able to recognize errors in work in progress and make necessary real time corrections. Accurately checks processes and tasks and monitors the results of delegated tasks, assignments and projects.
Relationship Management - Consciously working to build rapport to create a common ground through networking and establishing friendly relations with others. Focusing actions to continuously build business partnerships.
Teamwork - The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose.
Internal Recruitment Process:
Concentrix is an Equal Opportunity, Affirmative Action Employer
We thank all applicants however, only those under consideration will be notified.