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 goal is to enhance vision and empower our clients with top-tier optical products, leveraging our expertise and efficiency, characterized by simplicity and adaptability. We offer tailored services and product selections to cater to our clients' diverse and unique requirements. By becoming a part of Riverside Opticalab, you join a team dedicated to ongoing enhancement and customer satisfaction. We prioritize creating an outstanding workplace that appreciates highly skilled talent within a dynamic environment.

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

GENERAL FUNCTION

The Quality Assurance Operations Specialist plays a crucial role in supporting the laboratory and management team by pinpointing opportunities to achieve superior customer service, satisfaction, and fulfillment chain quality. This role encompasses hands-on data analysis and reporting, along with providing guidance and leadership to site managers. The Specialist will collaborate with various levels of management, stakeholders, sales representatives, and customer service agents, including necessary interactions with regional leadership teams.

KEY RESPONSIBILITIES

  • Develop and execute a Quality Management System (QMS), including the provision of templates and validation of their formats;
  • Oversee the Quality documentation process, focusing on creation, control, communication, training, compliance, and maintenance;
  • Coordinate all quality-related aspects in alignment with Essilor Canada's industrial policies concerning regional entities;
  • Act as a liaison between regional and national departments/leadership on quality and continuous improvement initiatives;
  • Manage and track internal and external customer complaints;
  • Centralize and standardize regional quality information;
  • Consolidate regional quality indicators in relation to National Quality KPIs;
  • Conduct trend analysis of laboratory performance data and indicators;
  • Establish and monitor performance indicators linked to customer satisfaction and product/service quality (dashboards, customer satisfaction surveys, etc.);
  • Responsible for Lab Performance reporting and analysis regarding quality and customer satisfaction;
  • Define and ensure the implementation and follow-up of quality assurance action plans in collaboration with all trade fields, particularly within national and regional operations;
  • Assist in formulating and executing improvement plans;
  • Conduct Lab QMS audits;
  • Implement and monitor national and international Quality and Service Standards Referential locally;
  • Facilitate the dissemination and optimization of tools (e.g., WIP Tool, Service Level dashboard);
  • Ensure the accuracy, integrity, and standardization of results reporting across the site;
  • Oversee 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;
  • Provide training to 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;
  • Proficient in industrial IT and calculation technology;
  • Knowledge of measuring instruments for lenses is an asset;
  • Proficient in Microsoft Office (mandatory);
  • Excellent communication skills with the ability to engage 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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