Customer Service, Quality Coordinator

Overview

Quality Coordinators are senior, experienced single contributors without operational work ensuring that processes are followed, efficiently executed, and are auditable. They monitor and report out on Quality Complaints and support Management throughout improvement projects and audits.

Responsibilities

1. Analytics & Reporting: support leadership with regular review of KPIs with necessary actions suggested, provide ad-hoc reports as needed with a focus on quality notifications and customer complaints.
2. Verify if the relevant processes are established, implemented, maintained, and improved. This may involve review of internal audit results, discussion with process owners and stakeholders, or even review of the processes in person to ensure they are properly maintained.
3. Report to CX Management on how the system is performing and help identify any needs for improvement. Gather information from monitoring and measurement activities as well as the results of the internal audits for management review meetings.
4. Promote Customer Requirements: Ensure that people are aware of Customer Requirements throughout the organization. Customer focus is one of the main seven Quality Management principles behind ISO 9001 requirements, and it is vital that all employees understand what the customer needs and how they can affect how well the organization satisfies these needs.
5. Act as the single point of contact for Customer Experience in the region to understand the health of the Management System.

Qualifications

1. Bachelor's degree or equivalent experience.
2. Languages: English & Spanish; Portuguese (a plus).
3. Customer Service, Supply Chain, Quality Management, and Audit experience is an advantage (3-5 years of experience).
4. Proficient in MS Office.
5. SAP knowledge is an advantage.
6. Strong presentation skills.