HP posted a job you might be interested in April 10, 2015 at 05:50PM

HP



Quality Management System Program Manager

Barcelona Area, Spain, ES - Printing

Global Contact Center QMS Program Manager

HP’s Global Contact Center Transformation Organization manages millions of customer interactions annually and deploys a vast network of contact centers in all major regions of the world. We are currently in the process of a major transformation of the global support network involving both internal and external centers. The primary role of the Global Contact Center QMS Program Manager will be to work closely with our regional Quality Teams, the Global Contact Center Network Transformation PMs, and our Global Strategic Partners (Convergys, Sitel, Wipro and Sykes), to ensure a robust end-to- end-Quality Management System is in practice at our internal and external contact centers. This role will help address the need to significantly accelerate our transformation strategy in a successful manner, measured by increased customer experience and process efficiency.

The position of Global CC QMS Program Manager has the following responsibilities:

• Defines Effective Quality Management system strategy and requirements for the business.


• Ensure that QMS is consistently implemented and verified as effective through assessments on site and off site. This includes independent closed-loop verification of preventive action, corrective action, and critical changes.


• Ensures that effective Quality Assurance control plans and processes are defined for implementation by regional Quality teams and suppliers.


• Assists regional teams in developing control plans to ensure that necessary and sufficient information and analysis exists to understand the root cause drivers of Outsource partner performance. This includes identification and measurement of key operational measures affecting Outsource partner performance as well as high level performance measures.


• Facilitates continual improvements in the controls and methods used to manage quality across all partner locations


• Serves as the internal consultant of the business or functional area Quality Leadership Team to coach and provide direction in order to achieve desired business results. Counsels assigned business(es) regarding implementation of Quality improvement strategies, measurement, and training.


• Applies subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.


• Works on problems/projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution.


• May act as a team or project lead providing direction to team activities and facilitates information validation and team decision making process.

Qualifications

Education and Experience Required:

First Level University degree. Advanced University degree preferred. 7+ years’ experience in project management roles. 5+ years’ experience with customer support operations. Experience with customer support center QMS methodology.

Key experiences, skills and deliverables include:

1) In-depth knowledge of QMS

2) Thorough knowledge and understanding of the high tech customer support environment

3) Experience LEADING on-site quality assessments with a consultative approach

4) Manage internal and external projects that span across multiple organizations and regions, with aggressive timelines and deliverables

5) Experience working with external partners in the Business Process Outsourcing environment

6) Complex multi-function and/or global relationships with senior and executive stakeholder management

7) Experience with the ramping up and shutting down customer support contact centers – focus on the quality assurance aspects of these activities

8) Provide periodic project review status updates to steering committee when appropriate

9) Strong knowledge of COPC and/or certification.

10) Knowledge of application of other QMS models such as ISO 9000, ESCM, TSIA, etc.

No salary provided



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