What are the responsibilities and job description for the Quality Team Leader - Fort Smith, AR position at Goodyear?
Goodyear. More Driven.
We are a service and retreading market leader with over 200 Commercial Tire Centers and Truck Care Centers located across the United States. We have the unique ability to service the largest nationwide commercial fleets while also providing friendly hometown service to regional and local fleets. Our mission statement is 'SERVICE EXCELLENCE – ALWAYS'. Goodyear Commercial Tire & Service Centers (CTSC) are owned by Goodyear — which makes them uniquely qualified to offer you trusted tires, reliable services and powerful management tools to help you lower your operating costs. It's all part of Goodyear's Total Solution for commercial and off-the-road fleets.
General Description :
The Quality Team Leader is responsible for overseeing the work performed by the Quality Agents. This position will also works closely with Site Supervisors / Managers, Team Leaders and the Training Specialist to share trends and to determine the proper actions that should be taken to correct / prevent nonconformities from occurring. The incumbent will be responsible for monitoring / documenting program performance in support of departmental goals / initiatives. He / She will evaluate both verbal / written interactions of Quality Agents and will work directly with Leadership to design / update quality monitoring formats / standards. This associate will fairly / consistently review the Quality team's interactions with both internal / external parties for accuracy and support success in executing superior service / quality. This role will assist with the development / delivery of regular reports on performance, trends and other actionable insights.
Responsibilities will include, but not be limited to :
- Monitor performance quality of the Quality Agents.
- Document evaluations - Utilizing departmental quality scorecard / templates, established quality standards and quality monitoring technology.
- Ensure that Quality Agent's interactions and support requests are executed with a superior-level of customer service (world-class).
- Facilitate new hire quality training. Complete quality initiatives (as assigned).
- Participate in regular calibration meetings with Training Specialist, Team Leaders, Managers and Supervisors - Ensuring consistency of expectations, standards and evaluations.
- Provide reports to Shift Supervisors and Manager.
- Proactively identify trends based on quality evaluations - Provide program leadership with regular performance feedback. Favilitate new hire quality training.
Basic Qualifications :
Preferred Qualifications :
Position Criteria :
Goodyear is one of the world’s largest tire companies. It employs about 62,000 people and manufactures its products in 46 facilities in 21 countries around the world. Its two Innovation Centres in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to .
Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
