Quality & Customer Support Specialist

The Customer Support Specialist is a seasoned professional responsible for providing expertise in quality management, process improvement, and operational excellence. This role involves collaborating with cross-functional teams, identifying areas for improvement, implementing best practices, and ensuring adherence to quality standards. The & Customer Support Specialist will play a crucial role in driving continuous improvement initiatives, optimizing processes, and fostering a culture of excellence within the organization.

Responsibilities

• Quality Management:
• Conduct regular audits and assessments to evaluate the effectiveness of quality processes.
• Collaborate with stakeholders to establish and monitor key performance indicators (KPIs) related to quality.
• Data Analysis and Reporting:
• Analyze data and metrics to identify trends, patterns, and areas of improvement.
• Prepare regular reports and presentations on quality and process performance for management review.
• Process Improvement:
• Identify opportunities for process improvement based on identified trends and patterns of the defects.
• Implement Lean and Six Sigma methodologies to drive continuous improvement.
• Training and Development:
• Facilitate training sessions for the new hires and help them onboard with the end-to-end process of order fulfillment
• Provide training/refresher sessions and workshops on identified process improvement initiatives.
• Cross-Functional Collaboration:
• Collaborate with departments to understand their unique processes and challenges.
• Facilitate cross-functional teams to address quality issues and implement improvement initiatives.

Requirements

• Bachelor's degree with minimum 5+ years of experience on quality management and process improvement with customer support teams
• Proven experience in quality management, process improvement, and operational excellence.
• In-depth knowledge of Lean, Six Sigma, and other process improvement methodologies would be an asset.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Excellent communication and presentation skills.Knowledge of industry-specific quality standards and regulations.
• Excellent organizational skills and attention to detailProactive and self-motivated, with the ability to work independently and as part of a team.

Bonus Points

• You communicate regularly and clearly with your co-workers and are never afraid to ask questions.
• You are eager to take on more responsibility and assist when needed.
• You love what you do and are curious about all facets of Editorialist.
• You are a team player who is comfortable working across an organization that is growing while doing.