To plan, coordinate, and implement quality management and quality improvement programs. Monitor and provide assistance with quality assurance and compliance functions. In conjunction wiith Quality Assurance Manager, to provide consultation and direction to ensure programs and services are implemented at the highest standards and customers receive the highest level of satisfaction. Ensure policies and procedures are monitored and updated to include regulatory changes.
Job Outline:
Conduct, compile process compliance audits as per the required standards to ensure the requirements have been met and identify areas of non-compliance by raising audit reports and submittnig them to the Quality Assurance Manager. This will also include regular follow ups with the funtional business unit to ensure implementation of the corrective action as per the agreed time frames. Coordinate with business units and external providers in planning and executing second party audits in order to measure conformance to contractual obligations.
Administer customer feedback in the recommended response system and work with the line and customer support departments to ensure timely corrective action is taken on feedback findings. and promote customer satisfaction.
Conduct process reviews to monitor regularly the existing procedures, study old procedures and suggest improvements, identify system related bottle necks and improve efficiencies where possible. Analyse and review documentation on department procedures and work instructions in the designated teams and ensure all current versions are available to ensure compliance with the requirements of the standard.
Provide technical and administrative support to the immediate supervisor in areas such as awareness training for new and current staff, collation of customer survey feedback, preparation for audits, meetings and management reviews.
Independently undertake internal reviews and audits on areas such as customer complaints on a periodic basis, collate information and presenting findings to the relevant team highlighting key trends and recommendations for corrective or preventative action to minimise future non compliances.
Advise QAM on areas for continual improvement by collating findings of benchmarking, internal / external / spot / mystery shopping audits and customer feedback. Work closely with QAM in executing improvement initiatives identified by QA management. Support line management in implementing these initiatives within agreed timelines.