Total 9 Senior Executive quality assurance manager job vacancies in Customer Service category in Singapore

• Handle mailbox survey submissions, feedback, and requests from survey respondents within stipulated turnaround time.
• Ensure consistent and detail cases notes updated in system after each liaison with respondents.
• Responsible for inter-department liaison for correct assignment of respondents to the parties responsible.
• Ensure prompt follow-up for survey cases under pending status.
• Provides accurate daily report on mailboxes activities for the day to relevant stakeholders.
• Ensuring all potential/actual complains are acted upon within stipulate timeline.

Requirements:

• Singaporean
• At least Diploma or above
• At least 2 years of relevant customer service, call audit and emailing experience

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://go.persolkelly.com/job/apply/5789

By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation in GO and the purposes set out in the Privacy Policy https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with GO’s Terms of Use https://go.persolkelly.com/Tacand the Privacy Policy. If you wish to withdraw your consent, please email us at [email protected]. Please feel free to contact us if you have any queries. Suzana Binte Slemat (EAP No. R1989461) EA Licence No. 01C4394

You will handle patient enquiries relating to bills, claims and payments through various communication channels and perform cashier duties. In addition, you will be involved in the collation of statistical information as well as Quality Improvement projects.

Requirements:
• Diploma with at least 1 year of relevant experience
• Good team player with strong interpersonal and communication skills
• Highly motivated, independent and adaptable to change
• Customer-oriented and meticulous with a flair for numbers

• Handle mailbox survey submissions, feedbacks, and requests from survey respondents within stipulated turnaround time.
• Ensure consistent and detail cases notes updated in system after each liaison with respondents.
• Responsible for inter-department liaison for correct assignment of respondents to the parties responsible.
• Ensure accuracy in system triggers to ensure false alerts are promptly reviewed and addressed
• For Call audits category under SA, ensure business lines conform to audit criteria and participation
• Liaise with business lines and vendor for constant content applicability, comprehensiveness and accuracy
• Perform reporting to key stakeholders on critical matrices in SA

Job Requirements:

• Strong analytical skills and data comprehension expertise.
• Possess at least 3 to 5 years in call center experience.
• Attain Key Performance Indicators (KPI) set out i.e. >85% accuracy in SA triggers
• Strong fact finding skills to ensure correct content are present and necessary.
• Those with Call Center speech analytics background will be highly advantageous.
• Able to work in a fast-paced environment and commit to extra hours to meet deadlines.
• Possess high work ethics and acceptance to high compliance environment.
• Strong proficiency in Microsoft Office (Excel & Word) is required to ensure the deliverables in job functions.
• Contract: Yearly renewable
• Location: Clarke Quay/ Chinatown
• Work days: Monday - Friday
• Work Hours: 8.30am - 6pm

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://go.persolkelly.com/job/apply/6288

By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation in GO and the purposes set out in the Privacy Policy https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with GO’s Terms of Use https://go.persolkelly.com/Tacand the Privacy Policy. If you wish to withdraw your consent, please email us at [email protected]. Please feel free to contact us if you have any queries. Suzana Binte Slemat (EAP No. R1989461) EA Licence No. 01C4394

Job Purpose

This position is responsible to deliver service excellence as committed to customers through development of new process/products/services/systems, on boarding new customers, implementing new systems, leading roll-out of quality initiatives, monitoring regional KPIs, Coordinating RFP with PNL owner.

Responsibilities

- Facilitate to establish documentation and measurement of business process, service development in accordance with customers' requirements.
- Audit KPIs and regional analysis: Conduct various regional analysis to monitor regional operational performance, including KPIs, Profit & Loss by customer, customer report cards.
New Service & Business Implementation
- Lead implementation of new customers, establish process and measurements with operations to ensure fulfilling customer needs.
- Lead the services and new product developments in accordance with customers’ requirements and the regional business planning.
New Information System Development
- Facilitate development and implementation of new technology, system enhancement, automation initiatives to strike for services and productivity improvements.
- Develop problem solving and continuous improvement tools and train country operations on these tools.
- Identify and adopt information technology and automation projects to improve work processes, environment and efficiency.
- Send network alerts to both internal and external stakeholders on any events that impacts to the supply chain integrity of our customers.
- Plan and conduct regular audits on country operations to ensure process & training compliance and standardization.
- Drive key improvement initiatives including; process redesign, EHS, Six Sigma, shop productivity, Quality and inventory cycle reductions.
- Review new Logistics Procedures or any amendments to ensure that workforce and process can support the new/additional requirements.

Others
- Support SQ Manager for various projects, coach new team members and maintain performance under pressure and proactively act on it.

Qualifications

Degree holder or equivalent qualification

- Minimum 6-10 years working experience in international Logistics.
- Good PC skills, e.g. Windows/Microsoft Office Suite/Access/Visio/Internet. And Experienced in Logistics related system, e.g. LSS+, ACSR, TMS, WMS etc.
- Extensive experience in international transportation, intimate knowledge of order management, freight forwarding, warehousing and land transportation services.
- Ability to adopt & adapt new system and technologies.
- At least 2 years of experience in facilitating workshops and trainings, as the sole or lead facilitator/trainer
- Certified Six Sigma Green/Black Belt will be an added advantage.
- Great Facilitation & Coaching skills, communication with various departments.
- Good problem solving and analytical skills.
- Passion in driving and achieving service excellence.
- Situational Leadership skills.
- With good project management mindset and ability to excel in a fluid and cross-functional team environment.
- Fluent English and Mandarin in speaking, writing and presentation.
- Preferably with extensive experience to serve key accounts, cost/financial knowledge.

This position leads and directs the entire Customer Service and Quality Support department. She/he is responsible for ensuring quality requirements are met and as well as creating customer satisfaction and meeting customer’s expectations.

You will be tasked with:

Quality

• To ensures that the QMS processes are established, implemented, and maintained.
• To involve review and planning of internal audits, discussion with process owners, or even review of the processes in person to ensure they are properly maintained.
• Report to “top management” on the QMS performance and where improvements are needed.
• Conduct safety, quality and environmental system compliance audits
• To ensures that the QMS processes are established, implemented, and maintained.
• Review and verify inspection records, identifying and documenting any quality non-conformances, including root cause analysis, corrective actions and preventive measures.
• Assessment of customer requirements by liaising with relevant parties on managing queries, feedback, complaints and returns.
• To perform products and in-process acceptance activities based on approved specification and documentation as defined in respective process SOP.
• To review maintain and update company’s ISO documentation, and ensure compliance with the requirement of ISO Standard.
• To plan and perform a yearly internal and external audit.

Customer Service Support

• Develop and implement customer support policies and procedures that support employees to proactively handle and resolve customers’ issues promptly and effectively.
• Establish and harmonise all customer care processes with corporate initiatives including reporting and resolution processes.
• Establish, track and monitor customer satisfaction standards and other performance metrics.
• Manage coverage of telephone, email and remote-diagnostic service support to customers to provide technical support in a timely and effective manner for all our products.
• Liaise with customer and suppliers on products/ systems/ services delivered to meet the quality requirements.
• Assessment of customer requirements by liaising with relevant parties on managing queries, feedback, complaints and returns.
• To perform any other duties as assigned and required.

We regret to inform only shortlisted candidates will be notified.

Salary will commensurate with education and experience.

Key responsibilities:

• Be the voice of the customer for quality and any other post-sale technical issue within Micron factories;
• Handle customer factory audit requirement
• Provide technical or operational quality issue resolution support to customers
• Lead critical customer quality improvements/projects/initiatives related to factories that can improve quality and customer satisfaction
• Ensure customer requirements are reflected in processes, procedures & standards
• Drive quality-related proactive and reactive communication
• Track, update & close all customer action items (AI) on time
• Work closely with the customer to resolve their key care-about
• Lead for quality scorecard tracking and improvements
• Run, schedule and lead quality engagements
• Communicate/track and close customer quality processes requirements
• Work with different internal teams to ensure robust, closed-loop on customer requests/ requirements
• Close collaboration with internal teams on the 8D problem-solving process to prevent reoccurrences

CQE Performance & Behavior Expectations

• Demonstrates leadership, pro-activeness, assertiveness and accountability
• Demonstrating intellectual curiosity to fully understand customer experience associated with quality issues identified is a key attribute to the success
• Team leadership- influencing, relationship building, customer focus, efficiency, and self- development
• Strong interpersonal skills at different levels including executives
• The ability and able to travel when required; travel required (about 10%)

Preferred:

• Familiarity with semiconductor fabrication and packaging technologies, device physics, quality and reliability fundamentals
• Good knowledge of SSD quality related items such as SSD test, production, IQC, RDT, QPA,
• SSD production troubleshooting and failure analysis experience
• Good project management
• Customer facing experience and SSD production process experience are preferred
• A high degree of shown self-initiative and ability to think and act independently
• Excellent English verbal, written communication skills, and presentation skills
• Outstanding multi-tasking and problem-solving skills
• Work under tight timeframes, prioritize exciting activities and strive for results is a must
• Collaborate with multi-functional teams to understand needs and translate them into actionable plans, work, and resource requirements
• Optimally interact with a wide range of personalities and handle conflicts in priorities

Purpose: The role is responsible for handling customer quality issues and continuous improvement activities of the Company products and processes. You are required to drive internal departments on quality-related issues to follow up on effective corrective/preventive actions. You will be liaising with the internal team to support QBR, RMA, IFR, MRB, FAI Review and approval with Supplier and customer, In-Process Audit, FA Launch, 8D, SDR, FPY, tracker processes, and communicate between customer and internal team on Quality related matters.

Key areas of responsibilities:

• Lead and drive customer quality CAB meetings to derive root causes and corrective and preventive actions based on 8D methodology
• Perform ad-hoc visits to customer sites to facilitate investigation and improvement proposal
• Develop, drive, and lead the improvement of manufacturing systems and processes to meet and exceed customer expectations
• Lead and drive company-wide continuous improvement projects with relevant Organizations
• Build and drive customer relationships to improve customer satisfaction
• Perform customer quality performance monitoring and reporting to internal management and customer
• Manage the first article process and submit the report to the customer for approval
• Lead cross-functional team to establish the outgoing inspection checklist for NPI to ensure that the product meets customer requirement
• Analyze customer quality performance to identify trends and improvement opportunities
• Perform manufacturing audit

Qualification & Experiences:

• Degree in Mechanical/Mechatronics/Electrical/Manufacturing Engineering discipline
• At least 5 years of working experience, 3 years in dealing with customer quality managers or direct customer facing, related to the manufacturing environment, preferably from the semiconductor, semiconductor equipment industry, electronics, or high-tech instrument industry
• Strong knowledge and practices in 8D, SPC, FMEA, 6-sigma methodology (Certified Black/Green Belt), and change management
• Good understanding of first-article inspection requirements and expectations
• Excellent leadership and effective communicator with all levels of associates and management
• Experienced in Minitab is an advantage
• Experienced QMS auditor

You will handle patient enquiries relating to bills, claims and payments through various communication channels and perform cashier duties. In addition, you will be involved in the collation of statistical information as well as Quality Improvement projects.

• Diploma with at least 1 year of relevant experience
• Good team player with strong interpersonal and communication skills
• Highly motivated, independent and adaptable to change
• Customer-oriented and meticulous with a flair for numbers

Purpose: The role is responsible for handling customer quality issues and continuous improvement activities of the Company products and processes. You are required to drive internal departments on quality-related issues to follow up on effective corrective/preventive actions. You will be liaising with the internal team to support QBR, RMA, IFR, MRB, FAI Review and approval with Supplier and customer, In-Process Audit, FA Launch, 8D, SDR, FPY, tracker processes, and communicate between customer and internal team on Quality related matters.

Key areas of responsibilities:

• Lead and drive customer quality CAB meetings to derive root causes and corrective and preventive actions based on 8D methodology
• Perform ad-hoc visits to customer sites to facilitate investigation and improvement proposal
• Develop, drive, and lead the improvement of manufacturing systems and processes to meet and exceed customer expectations
• Lead and drive company-wide continuous improvement projects with relevant Organizations
• Build and drive customer relationships to improve customer satisfaction
• Perform customer quality performance monitoring and reporting to internal management and customer
• Manage the first article process and submit the report to the customer for approval
• Lead cross-functional team to establish the outgoing inspection checklist for NPI to ensure that the product meets customer requirement
• Analyze customer quality performance to identify trends and improvement opportunities
• Perform manufacturing audit

Qualification & Experiences:

• Degree in Mechanical/Mechatronics/Electrical/Manufacturing Engineering discipline
• At least 5 years of working experience, 3 years in dealing with customer quality managers or direct customer facing, related to the manufacturing environment, preferably from the semiconductor, semiconductor equipment industry, electronics, or high-tech instrument industry
• Strong knowledge and practices in 8D, SPC, FMEA, 6-sigma methodology (Certified Black/Green Belt), and change management
• Good understanding of first-article inspection requirements and expectations
• Excellent leadership and effective communicator with all levels of associates and management
• Experienced in Minitab is an advantage
• Experienced QMS auditor