What are the responsibilities and job description for the Quality Continuous Improvement Manager position at 1872 Consulting?
Quality & Process Improvement Manager
Location: Sheboygan, WI
Job Type: Full-time, On-site
Industry: Machinery Manufacturing
Salary: $90K-$120K
Company Summary
A 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.
Salary : $90,000 - $120,000
