Description

Service Quality and Training Manager is a pivotal position in upholding the overarching quality standards of customer facing services while also spearheading the creation and execution of impactful training programs for our workforce. This professional is responsible for supervising every facet of customer quality assurance, quality control, and training efforts aimed at fostering ongoing enhancements and excellence throughout the organization. ACCOUNTABILITIES & ESSENTIAL FUNCTIONS Implement, enhance and execute, ensure compliance in line to industry standards and best practices. Set up and sustain quality control protocols encompassing inspections, testing, and audits to guarantee consistent service quality. Foster collaboration with cross-functional teams to address quality concerns, instigate enhancements, and ensure compliance with quality standards. Update, recommend and execute service quality processes and methodologies to guarantee adherence to quality standards. Perform risk assessments and devise strategies for mitigating quality-related risks. Continuously monitor and scrutinize data related to quality, recognizing trends, and suggesting and executing preventive measures Drive adoption of quality enhancement initiatives throughout the organization. Lead process enhancement projects aimed at streamlining operations, boosting efficiency, and minimizing wastage. Evaluate and refine current processes to guarantee alignment with quality standards and regulatory mandates. Deploy efficient quality assurance tools, methodologies, and systems to elevate overall operational effectiveness. Management of the Customer Service training program. Utilize tools to create and deliver relevant and timely training curriculum. Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments. Implement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets required. Develops and maintains a productive work teams including hiring qualified personnel, training, and managing performance management, transfer, advancement, and termination. Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices. Manages daily operations to meet department and company objectives. Works with minimum supervision and makes independent judgments. Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments. Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels. Extremely confidential and trustworthy. Demonstrates knowledge, experience and understanding of critical job function of the team and people management. Assists management with development of results-oriented strategies. Regular attendance at work is an essential part of the job. SKILLS & CERTIFICATIONS Must be adept in MS Office (Excel, Word, PPT, Outlook, etc ) Proficiency and practical application of quality system prerequisites, including the execution of Root Cause and Corrective Action (RCCA) measures, employing data-driven analysis and applying knowledge of Quality Engineering (DPPM, 6 Sigma, FMEA, 5 Why, etc.). Demonstrated track record in quality management, quality assurance, or analogous roles within product-centric organizations. In-depth knowledge of quality management principles, methodologies, and industry best practices. Experience with quality management systems, process enhancement techniques, and associated tools (e.g., Six Sigma, Lean) Exceptional analytical and problem-solving capabilities with a meticulous attention to detail. Strong leadership competencies and adeptness in team management. Effective communication (speak & write) and interpersonal skills for seamless collaboration with cross-functional teams (global). Any relevant certifications would add value.. EDUCATION & EXPERIENCE Bachelors Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage. Including: Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor. External candidates: Minimum 3 years as a supervisor or higher-level management position Certified Quality Engineer from the ASQ preferred. Green Belt certification will be an added advantage

Role and Responsibilities

• Service Quality and Training Manager is a pivotal position in upholding the overarching quality standards of customer facing services while also spearheading the creation and execution of impactful training programs for our workforce. This professional is responsible for supervising every facet of customer quality assurance, quality control, and training efforts aimed at fostering ongoing enhancements and excellence throughout the organization. ACCOUNTABILITIES & ESSENTIAL FUNCTIONS Implement, enhance and execute, ensure compliance in line to industry standards and best practices. Set up and sustain quality control protocols encompassing inspections, testing, and audits to guarantee consistent service quality. Foster collaboration with cross-functional teams to address quality concerns, instigate enhancements, and ensure compliance with quality standards. Update, recommend and execute service quality processes and methodologies to guarantee adherence to quality standards. Perform risk assessments and devise strategies for mitigating quality-related risks. Continuously monitor and scrutinize data related to quality, recognizing trends, and suggesting and executing preventive measures Drive adoption of quality enhancement initiatives throughout the organization. Lead process enhancement projects aimed at streamlining operations, boosting efficiency, and minimizing wastage. Evaluate and refine current processes to guarantee alignment with quality standards and regulatory mandates. Deploy efficient quality assurance tools, methodologies, and systems to elevate overall operational effectiveness. Management of the Customer Service training program. Utilize tools to create and deliver relevant and timely training curriculum. Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments. Implement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets required. Develops and maintains a productive work teams including hiring qualified personnel, training, and managing performance management, transfer, advancement, and termination. Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices. Manages daily operations to meet department and company objectives. Works with minimum supervision and makes independent judgments. Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments. Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels. Extremely confidential and trustworthy. Demonstrates knowledge, experience and understanding of critical job function of the team and people management. Assists management with development of results-oriented strategies. Regular attendance at work is an essential part of the job. SKILLS & CERTIFICATIONS Must be adept in MS Office (Excel, Word, PPT, Outlook, etc ) Proficiency and practical application of quality system prerequisites, including the execution of Root Cause and Corrective Action (RCCA) measures, employing data-driven analysis and applying knowledge of Quality Engineering (DPPM, 6 Sigma, FMEA, 5 Why, etc.). Demonstrated track record in quality management, quality assurance, or analogous roles within product-centric organizations. In-depth knowledge of quality management principles, methodologies, and industry best practices. Experience with quality management systems, process enhancement techniques, and associated tools (e.g., Six Sigma, Lean) Exceptional analytical and problem-solving capabilities with a meticulous attention to detail. Strong leadership competencies and adeptness in team management. Effective communication (speak & write) and interpersonal skills for seamless collaboration with cross-functional teams (global). Any relevant certifications would add value.. EDUCATION & EXPERIENCE Bachelors Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage. Including: Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor. External candidates: Minimum 3 years as a supervisor or higher-level management position Certified Quality Engineer from the ASQ preferred. Green Belt certification will be an added advantage