Summary

Manage the day-to-day operations of the Quality team and Office of the Customer. Works with Director of Customer Excellence to ensure achievement of all OOC goals. Ensures organizational excellence by managing all VOC feedback channels and constantly analyzing the data.

The Quality Manager is directly responsible for ensuring appropriate action is taken to address gaps in quality and internal processes.

WHAT YOU'LL DO

• Provide leadership for the Quality team by creating a motivating environment for team members to meet and exceed goals and standards.
• Evaluate performance and provide feedback to team.
• Oversees all functions of OOC Reporting including new development, dashboard maintenance and analysis.
• Develops synergies between the Quality Team & all customer facing teams.
• Manages the NPS process including the data, technology, and communication.
• Manages and fosters a culture of Continual Process Improvement and quality excellence.
• Manages the Critical to Quality process and ensures the quality specialists meet KPIs and service expectations.
• Conducts Root Cause Analysis on quality failures and manages the CAPA review and approval process.
• Implements and trains Root Cause Analysis practices with the quality team and other internal stakeholders.
• Manages all OOC program data for insights and trends and makes recommendations to improve OOC programs as well as functional business processes to improve customer experience.
• Facilitates AIJ recovery for elevated strategic customer issues
• Manages ELT reporting for all OOC programs including monthly & weekly summaries.
• Drive new processes to improve customer retention including analysis of proactive metrics.
• Manages the investigation and resolution customer social media complaints.
• Helps drive action items and communication related to all aspects of Customer Health including developing and monitoring data points and metrics.
• Owns the process of Galls digital footprint health including social media, Google reviews and internet analytics.
• Performance Management of direct reports.

WHAT YOU BRING

• Demonstrated ability to lead, coach, support and develop a team
• Demonstrated ability to achieve operational results and ability to accomplish work through delegation and teamwork.
• Demonstrated ability to trouble-shoot, problem-solve issues and implement solutions to prevent recurring problems.
• Ability to learn and implement Six Sigma methodologies.
• Demonstrated effective time management, project management and organizational skills.
• Demonstrated project management abilities.
• Effective communication skills (written, verbal, active listening) and professional behavior.

WHAT TO SEND OUR WAY

• Your resume, highlighting your education, experience, and skills
• Why you want to be a part of the Galls family

WHAT WE OFFER

• Excellent medical/dental and vision coverage- Eligible 1^st day of the month after start date
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits-choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Day Shifts Only
• Daily Pay

Galls is an Equal Opportunity Employer of people from all walks of life, including persons with disabilities and veterans. Galls is passionately committed to diversity and inclusion in all that we do. We invite you to join our team, grow with us and contribute by bringing your authentic, best self to work.