Quality Assurance Operations Specialist

4 weeks ago

Ottawa, Ontario, Canada EssilorLuxottica Group Full time

Established in 1976, Riverside Opticalab Ltd stands as a premier manufacturer and provider of optical solutions. Our mission is to enhance vision and empower our clients with superior optical solutions, driven by our expertise and efficiency, characterized by simplicity and adaptability. We offer tailored services and product solutions to cater to our customers' diverse and unique requirements. By joining Riverside Opticalab, you become part of a team dedicated to continuous enhancement and customer satisfaction. We are committed to fostering an exceptional workplace that values highly skilled talent in a dynamic environment.

Riverside Opticalab Ltd is a subsidiary of EssilorLuxottica, a global frontrunner in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

The Quality Assurance Operations Specialist is tasked with supporting the laboratory and management team by pinpointing opportunities to achieve high levels of customer service, satisfaction, and quality throughout the fulfillment chain. This role involves hands-on data analysis and reporting, alongside providing guidance and leadership to site managers. The Specialist will collaborate with all tiers of management, stakeholders, sales representatives, and customer service agents, including necessary interactions with regional leadership teams.

MAJOR DUTIES AND RESPONSIBILITIES

  • Design and implement a Quality Management System (QMS), including the provision of templates and validation of their formats;
  • Oversee the Quality documentation process concerning creation, control, communication, training, compliance, and maintenance;
  • Manage all quality aspects related to industrial policies of Essilor Canada concerning regional entities;
  • Act as a liaison between regional and national departments/leadership on quality and continuous improvement matters;
  • Coordinate and monitor internal and external customer complaints;
  • Centralize and standardize regional quality information;
  • Manage and consolidate regional quality indicators linked to National Quality KPIs;
  • Conduct trend analysis of data and indicators related to laboratory performance;
  • Ensure the establishment and monitoring of performance indicators associated with customer satisfaction and product/service quality (dashboards, customer satisfaction surveys, etc.);
  • Responsible for Lab Performance reporting and analysis concerning quality and customer satisfaction;
  • Define and ensure the execution and follow-up of quality assurance action plans in collaboration with all trade fields of the group, particularly within national and regional operations teams;
  • Assist in developing and implementing improvement plans;
  • Conduct Lab QMS audits;
  • Implement and locally follow up on national and international Quality and Service Standards Referential;
  • Facilitate tools dissemination and optimization (e.g., WIP Tool, Service Level dashboard...);
  • Ensure accuracy, integrity, and standardization of results reporting across all sites;
  • Manage the validation of all new product launches and promotions for the Riverside Opticalab Group;
  • Serve as the primary contact for the Riverside Opticalab Group regarding quality-related inquiries or support;
  • Train laboratory managers, supervisors, and their teams on quality and problem-solving tools and best practices.

QUALIFICATIONS

  • Engineering Degree or a suitable combination of education and experience;
  • A minimum of 3 years' experience in a similar role or in an industrial production setting;
  • Familiarity with Quality Management Systems (QMS) and ISO standards;
  • Strong analytical abilities with keen observational skills and attention to detail;
  • Good industrial IT knowledge and proficiency in calculation technology;
  • Experience with measuring instruments for lenses (preferred);
  • Proficiency in Microsoft Office (mandatory);
  • Excellent communication skills and the ability to interact effectively at all organizational levels;
  • Strong writing skills for documentation and procedure development;
  • Exceptional organizational skills;
  • Strong team-oriented mindset;
  • Bilingualism is preferred.

Employee compensation is determined by various factors, including geography, experience, qualifications, skills, and local minimum wage requirements. Additionally, a competitive bonus and/or commission plan may be offered, complementing a comprehensive total rewards package. Benefits may include healthcare, retirement savings, paid time off/vacation, and various employee discounts.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy, genetic information, or any other characteristics protected by law.

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