Quality & Process Improvement Manager - Oostburg - 1872 Consulting

    1872 Consulting
    1872 Consulting Oostburg

    1 week ago

    Description
    Quality & Process Improvement Manager
    Location: Sheboygan, WI
    Job Type: Full-time, On-site
    Industry: Machinery Manufacturing
    Salary: $90K-$120K
    Company Summary
    leading provider of automated packaging solutions , this company has been at the forefront of innovation, helping businesses streamline packaging processes for increased efficiency and quality. With a commitment to continuous improvement and customer experience , they pride themselves on a collaborative, fast-paced culture that drives operational excellence. Recognized as a Top Workplace for multiple years , they are seeking passionate individuals to join their growing team.
    Position Summary
    The Quality and Continuous Improvement Manager will play a key role in enhancing customer interactions, optimizing service delivery, and driving quality assurance across the organization. This role combines process improvement, customer journey mapping, and data-driven quality assurance to create a seamless and efficient customer experience. The ideal candidate will have a strong background in Lean Six Sigma, customer service operations, and cross-functional collaboration .
    Key Responsibilities
    • Develop & implement quality standards for customer interactions, service delivery, and parts fulfillment.
    • Lead continuous improvement initiatives using Lean Six Sigma methodologies.
    • Oversee customer journey mapping , identifying service pain points and driving improvements.
    • Manage call center quality assurance to enhance first-call resolution and customer satisfaction.
    • Analyze customer feedback and operational KPIs to optimize service performance.
    • Collaborate with internal teams to align quality initiatives with business goals.
    • Utilize data analytics tools (Tableau, Power BI) for reporting and decision-making.
    Qualifications
    • 5+ years in quality management, process improvement, or call center operations.
    • Lean Six Sigma certification strongly preferred.
    • Experience with CRM and customer service tools (Salesforce, NICE, Five9).
    • Strong data analysis and reporting skills .
    • Bachelor's degree in business, engineering, or a related field.
    • Experience in packaging, manufacturing, or automation industries is a plus.

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