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Director of Quality

2 months ago

Mississauga Ontario, Peel region, Canada Kevin Edward Full time

Job Title: Director of Quality & Customer Service

I am seeking a dynamic and experienced Director of Quality & Customer Service to lead quality control, service management, and customer satisfaction initiatives. This leadership role involves driving key metrics in quality improvement, cost efficiency, return management, call centre operations, and service parts supply chain.


Key Responsibilities:

  • Oversee quality control, ensuring timely communication and effective improvement measures.
  • Manage service expenses and identify cost-saving opportunities.
  • Lead return rate reduction efforts by conducting root cause analysis and implementing corrective actions.
  • Oversee the entire channel returns process from logistics to crediting.
  • Manage outsourced call centre performance and ensure all KPIs are met.
  • Expand and optimize the national field service network, coaching providers to maintain high standards.
  • Lead service parts supply chain operations and ensure performance goals are achieved.
  • Provide strategic recommendations to management and drive business growth.


Qualifications:

  • Minimum 5 years in quality and customer service, with leadership experience.
  • Proven track record of building and leading high-performing teams.
  • Strong analytical, problem-solving, and leadership skills.