As a Data Geek, you will assess and prioritize the top quality issues affecting the teams in your office across all decision-making channels. You will stay connected with how our support ecosystem is evolving and help head off quality issues before they begin. You will drive investigation of highly sensitive issues affecting your office, working with teams and leaders to understand what happened and why. What else? Well, in terms of transformation, you will passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems. You will drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over- week basis. You will effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders. You will quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes. You will find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
So, what is it we’re looking for? Well, since this is a data geek post we need someone who already has the skills to even call themselves one. So definitely someone with experience in being one, so if you have at least 3 years of experience of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors, etc.) you can qualify for the role.
We also need someone who has experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams. Someone with a proven track record of collaborating with cross-functional groups to produce results. Someone who has demonstrated ability to perform well in a rapidly changing and extremely global team.
We also need someone with strong practical experience with Excel (PivotTable, Charts, Statistical functions). Someone with excellent communication skills, someone with strong critical thinking and someone with exceptional problem solving skills. We also need someone with a proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level. Someone who has a passion for our mission of ensuring a world class support experience for our community. Someone with a quality certification (e.g. Lean Six Sigma, TQM, etc.).
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