Quality and Continuous Improvement Manager

The role of Quality and Continuous Improvement Manager combines expertise in quality assurance, continuous improvement, and customer journey mapping to enhance every touchpoint of the customer experience. This critical position will drive excellence in technical support, service delivery, parts fulfillment, customer tech training, field services and customer interactions, ensuring a seamless and customer-centric journey. The ideal candidate is process- and data-driven, results-oriented, and skilled at collaboration and stakeholder engagement. Experience in the packaging industry is a plus.

Job Duties & Responsibilities:

• Quality Assurance:
  Develop, implement, and monitor quality standards for all customer interactions, including customer support operations, service delivery, and parts fulfillment, ensuring consistent and exceptional experiences.
• Customer Journey Mapping:
  Collaborate across the company to map end-to-end customer journeys to identify pain points, gaps, and opportunities for improvement. Collaborate with cross-functional teams to design and implement solutions that create seamless, frictionless experiences across all touchpoints.
• Support Center Quality Management:
  Oversee the quality monitoring process for the support center, including call evaluations, adherence to service standards, and KPI compliance. Identify training needs and improvement opportunities to enhance first-call resolution, customer satisfaction and overall service quality.
• Continuous Improvement Initiatives:
  Lead process improvement projects to address inefficiencies in service workflows, customer interactions, and operational systems. Leverage methodologies such as Lean, Six Sigma, or similar frameworks to deliver measurable results.
• Customer-Centric Focus:
  Act as a customer advocate by analyzing feedback, operational data, and journey maps to identify customer needs and implement solutions that drive satisfaction and loyalty.
• Collaboration & Stakeholder Engagement:
  Partner with sales, operations, service teams, and call center leadership to align improvement initiatives with organizational goals. Build trust and secure buy-in from stakeholders to ensure successful execution.
• Data Analysis & Reporting:
  Utilize customer feedback platforms, customer journey analytics, and operational KPIs (e.g., NPS, CSAT, first-call resolution) to identify trends and develop actionable recommendations.
• Training & Enablement:
  Design and deliver training programs to embed quality standards, continuous improvement practices, and a customer-first mindset across all teams.
• Compliance & Standards:
  Ensure processes, customer interactions, and service delivery align with organizational standards and regulatory requirements.
• Industry Expertise (Preferred):
  Apply knowledge of the packaging industry to contextualize insights and deliver tailored solutions for customer and operational challenges.

Qualifications:

• Experience:
  • 5 years of experience in quality management, process improvement, customer journey mapping, or call center quality assurance.
  • Experience in customer experience, customer service, or call center operations.
  • Packaging industry experience is a strong plus.
• Skills:
  • Strong leadership and collaboration skills, with the ability to influence and engage stakeholders at all levels.
  • Expertise in customer journey mapping and identifying areas of friction in customer interactions.
  • Proficiency in call center quality assurance practices and continuous improvement methodologies such as Lean or Six Sigma.
  • Results-oriented mindset with the ability to prioritize and deliver impactful outcomes.
  • Exceptional communication and interpersonal skills to drive change and build trust.
• Tools & Technology:
  • Familiarity with CX platforms (e.g., Qualtrics, Medallia) and journey mapping tools (e.g., Smaply, Miro, or Lucid chart).
  • Experience with call center tools (e.g., NICE, Five9) and CRM systems (e.g., Salesforce).
  • Proficiency in data visualization tools (e.g., Tableau, Power BI).
• Education:
  • Bachelor’s degree in business, engineering, quality management, or a related field.

Other Misc.

• Always sell the Viking Value Proposition
• Continuous improvement and industry training upkeep