The Quality Manager is responsible for:

Organizing and leading the daily activities of the front-line quality team (EQC), Organizing and leading the Quality Management System and team (including certifications), and Organizing and leading quality process development and continuous improvement in Smyrna, TN at our Technology Logistics Center (TLC). The primary responsibility of the Quality Manager is to lead the quality team in execution of the mission to drive quality products to our subscribers, customers, and clients through high quality processes that are monitored to ensure effectiveness. The Quality Manager is also accountable for ensuring that employees meet operational standards and for calculating performance metrics.

Essential Duties and Responsibilities:

Build a team of outstanding performers by exhibiting leadership behaviors that coach and grow their quality resources knowledge, skills, and abilities.

Evaluate staffing levels to ensure that safety and quality plans are met

Manage and own key performance indicators

Assist in quality audits and tasks, as needed

Ensure training is completed for new and existing employees on process updates and changes

Review and evaluate teams daily to ensure processes and accountability measures are in place

Conduct routine one-on-one discussions and performance reviews with employees to communicate current and future targets

Collaborate with your team and peers on continuous improvement efforts across the department

Mentor and train team members on quality processes

Review operational work instructions to ensure quality processes and standards are up to date

Lead team meetings to communicate daily targets, process updates, company news, and other relevant information

Actively engage in new process and product launch planning and handoff with ownership of ongoing quality performance (New Process Introduction). Support the implementation of new processes with a true quality focus

Execute activities to maintain and improve the Quality Management System and own ISO/associated certification success

Use quality, engineering and leadership skills to proactively identify, root cause, and address new or potential quality issues.

Continually improve the purge process and blocking process to ensure that device shipment can be prevented when needed.

Execute a concise Layered Process Audit system to evaluate effective process execution and compliance

Issue quality alerts, deviations, and corrective actions as necessary

Promote and adhere to Asurion’s Core Values for both you and your team

Promote and adhere to the Employee Handbook for both you and your team

Compile reports regarding departmental activities to ensure alignment with daily plans

Ensure daily targets for both internal and external customers are consistently met

Complete requests from Global/Local HR on time (e.g., compliance courses, Workday updates)

Ensure payroll systems are accurate and updated daily

Maintain internal departmental databases with daily updates

Perform other duties and projects as assigned by area managers

Fulfill additional responsibilities as assigned by leadership based on business needs or customer risks

Uphold the core values of Asurion and comply with company policies and procedures

MINIMUM REQUIREMENTS

Skills and knowledge:

Strong skills leading and developing a team.

Engineering skills and technical knowledge in the Mobility industry.

Quality engineering skills include data analysis, root cause, corrective action. Knowledge of quality tools such as control chart, flowchart, Pareto, histogram, fishbone, scatter diagram, PFMEA, control plan, 5-why analysis.

Expert organizational skills include the ability to manage multiple projects and evolving priorities.

Expert verbal and written communications skills.

Expert use of Microsoft Office (Excel, PowerPoint, SharePoint…etc.).

Ability to work both independently and to collaborate with other team members and promote success across department boundaries.

Strong sense of ownership, commitment, and responsibility.

Experience and education:

BA/BS degree and 2+ years’ experience in a related engineering and/or quality management role.

2+ years’ experience as a people leader preferred.

Physical demands:

Bending, sitting, lifting, and standing based on the need of the business. Standing and/or sitting for extended and long periods of time, up to 100% of shift or overtime.

Work environment:

Specific vision abilities that may be required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Vocal communication is required for expressing or exchanging ideas by means of the spoken word and/or to communicate with customers and/or clients. Hearing is required to perceive information at normal spoken word levels and in an environment with loud machinery.

Exposure to heat, cold, dust, noise, chemicals, and such matters as demands for overtime or shift work.

Exposure to various materials including cardboard, various metals and plastics. Exposure to moving equipment and objects in the immediate work area such as automated machinery, fulfillment line, heavily laden carts, and forklifts. Exposure to tools or material with sharp edges which may involve the risk of injury.