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Senior Quality Manager job in Ephrata

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Job Ref:  31566
Employer:  WSP Group
Country:  United States
City:  Ephrata
11/10/2016 05:11
WSP | Parsons Brinckerhoff, one of the world's leading engineering and professional services consulting firms, provides services designed to transform the built environment and restore the natural one. The firm's expertise ranges from environmental remediation and urban planning, to engineering iconic buildings and designing sustainable transport networks, to developing the energy sources of the future and enabling new ways of extracting essential resources. Approximately 34,000 employees, including engineers, technicians, scientists, architects, planners, surveyors, program and construction management professionals, as well as various environmental experts, work for this dynamic organization in more than 500 offices across 40 countries worldwide. NA

WSP | Parsons Brinckerhoff is currently seeking a Senior Quality Assurance Manager for our shared services office, located in Ephrata, Pennsylvania.

The Quality Manager has the overall responsibility for the Service Management quality assurance program, Problem Management and Knowledge Management. The candidate is responsible for developing the quality management program to insure client satisfaction including measuring and monitoring the performance of the Service Desk and Client Support Services, drive process improvement initiatives and auditing routines.

Additional responsibilities include:
      • Establish and maintain the quality assurance program, guidelines and metrics
      • Manages the Problem Management process. Makes recommendations to elevate issues to problems, evaluates problem tickets and trends to define business Impact and initiate process improvement initiatives
      • Manages the Knowledge Management process and serves as a key contributor to knowledge content
      • Generate analytics and business insights for the business and clients
      • Maintains Snapshot of key business initiatives, issues, open tickets and customer satisfaction levels/survey results per region and per location
      • Oversees the monitoring of performance trends
      • Conducts call monitoring, ticket review, live checks to monitor and measure analyst performance for the creation of weekly balanced scorecards
      • Ensuring monitoring and measurement goals are achieved, accuracy of reviews and overall alignment practice and results to defined standards, processes, and procedures
      • Set up and lead calibration sessions on a monthly basis
      • Develop and deliver daily, weekly and monthly Quality performance reports to leadership as needed
      • Responsible for logging, tracking and managing process misses, risk events, client complaints, and process improvements through resolution
      • Responsible for other reports, analysis or other duties as assigned
      • Driving quality deployment in the vertical
      • Driving Service Target adherence / Customer Satisfaction
      • Contribute and present in client/customer reviews/meetings
      • Adhere to compliance to Quality standards
      • Driving Continuous Improvement projects
      • Initiate and drive best practice sharing across the team
      • Driving culture of decision making based on the Clients perspective

Job Requirements
      Bachelor's degree or equivalent combination of education and/or work experience
      7 or more years related work experience within a Service Management environment
      Proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook and Microsoft Project
      • Ability to demonstrate organizational skills and an attention to detail
      • Must possess excellent interpersonal, oral, and written communication skills
      Extremely strong in reporting and data analytics with a strong Six Sigma / LSS background
EOE - Minority / Female / Veteran / Disability / Sexual Orientation / Gender Identity
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