Job Description

We are seeking a highly skilled and motivated Customer Quality Manager to join our team in Wichita, United States. In this pivotal role, you will be responsible for ensuring the highest standards of quality in our customer-facing operations, driving continuous improvement, and enhancing overall customer satisfaction.

• Develop, implement, and maintain quality management systems to ensure consistent delivery of exceptional customer service
• Analyze customer feedback, complaints, and service metrics to identify areas for improvement and implement corrective actions
• Collaborate with cross-functional teams to develop and execute quality improvement initiatives
• Conduct regular audits and assessments of customer service processes and procedures
• Create and maintain quality assurance documentation, including standard operating procedures and best practices
• Train and mentor customer service team members on quality standards and practices
• Develop and track key performance indicators (KPIs) related to customer satisfaction and service quality
• Prepare and present regular reports on quality metrics and improvement initiatives to senior management
• Stay up-to-date with industry trends and best practices in quality management and customer service
• Manage relationships with key clients to ensure their quality expectations are met or exceeded
• Travel within the Wichita area as needed to meet with clients or suppliers

Qualifications

• Bachelor's degree in Business Administration, Quality Management, or a related field
• Minimum of 5 years of experience in quality management or a related field, preferably in a customer-facing environment
• Proven track record of implementing successful quality improvement initiatives
• Strong knowledge of quality management systems and methodologies
• Excellent analytical and problem-solving skills with the ability to interpret complex data
• Proficiency in data analysis and reporting tools
• Experience with customer relationship management (CRM) software
• Outstanding communication and interpersonal skills, with the ability to interact effectively with all levels of the organization
• Strong project management skills and ability to manage multiple priorities
• Six Sigma certification is preferred
• In-depth understanding of customer service best practices and industry-specific quality standards
• Willingness to travel within the Wichita area as required
• Demonstrated leadership skills with the ability to motivate and influence teams
• Proficiency in Microsoft Office Suite and quality management software

Additional Information

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