Quality Manager, Service Delivery
Keolis America
Role Title: Quality Manager, Service Delivery
Manager: Director of Quality Assurance
Role purpose: Supports Service Delivery to maintain the QMS complaint and certified under the ISO:9001 standard.
Minimum Knowledge and Experience:
- Bachelor’s degree in Engineering preferred.
- Operational knowledge or engineering experience preferred.
- Very good knowledge of ISO 9001:2015 standard and of ISO 19011:2018 standard.
- Certified as a quality auditor.
- Certified Six Signa Green belt (desirable)
- Outstanding knowledge in project management, planning and execution.
- Deep experience with quality auditing tools (e.g., control charts) and methodologies.
- Experience in managing quality programs in a Transportation services or manufacturing environment is highly desirable.
- Experience facilitating meetings at all levels of the organization in a diverse environment.
Skills:
- Must have an eye for detail and above-average analytical ability and problem-solving abilities.
- Excellent listening, communication, and presentation skills.
- Ability to deliver high quality output using the Microsoft Office suite, Visio and Power BI
- Influencing skills and ability to work effectively throughout all levels of the organization.
- Ability to work both independently and as part of a diverse team of quality professionals.
Key Accountabilities (Essential Job Duties):
- Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance
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Ownership for the QMS and Contractual Compliance in Service Delivery and Customer Service |
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· Acts as the ISO 9001 subject matter expert for the department assuring its compliance with the standard requirements. · Apply the lean management principles and tools to identify opportunities for improvement to further improve maintenance processes and optimize asset utilization. · Oversees the implementation of improvement initiatives in the department as part of the QMS continuous improvement process. · Works with key managers in Service Delivery to improve the department's QMS. Accountable for contractual compliance in Service Delivery in accordance with Schedule 3.6 of the KCS-MBTA contract, including. o Workmanship standards o Quality control o Configuration control plan o Quality audit program o Document control o Management of nonconformances |
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ISO 9001 Department Quality Roadmap |
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· Establish a process map for the department. Understanding and mapping the key department processes Mapping of how processes are interconnected within the department and with other departments. · Build and maintain a gap assessment. Develop and maintain a prioritized plan to improve the QMS against key gaps from the gap assessment. · Continually reassess department performance against ISO 9001 and contractual standards, using the gap assessment, the department KPIs and audit outputs |
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Nonconformance process and Corrective Action Cycle for Service Delivery |
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· Track corrective actions generated by audits, non-conformances, and other sources for Service Delivery in accordance with the Quality team tracking process. · Works with process owners to assist with root cause analysis and the corrective actions identification. · Ensure all actions are completed in a timely fashion. · Works with other departments to assist identifying corrective actions when needed. · Escalate actions that are not achieving required progress through periodic reporting. · Reports on progress to the Service Delivery Senior team and to the Director of Quality Assurance · Update the KPIs regarding CARs |
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Internal Audit Program |
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· Acts as the ISO 9001 subject matter expert for audits. · Assists in identifying risk areas for future audits as part of the periodic audit planning cycle. · Assist in development of audit plans, audit schedules. · Evaluate department’s processes for compliance with quality requirements. · Participate in quality audits (and lead a team of quality auditors, when needed) · Assist audit team in developing audit reports; present audit reports to top management, as needed. · Assist with follow-up audits, as required. · May be required to develop internal auditing/testing parameters |
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Document Control Management |
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· Oversees the Document Control process for Service Delivery · Assess departmental document suitability as changes in operating practice occur. · Works with the department to ensure that changes to processes are managed in accordance with the company’s change management process. · Partners with key Service Delivery personnel to ensure all documentation related to the department is in audit-ready and compliance status. · General Management: Carry out other duties as assigned by their manager.
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Additional Statements:
- Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
- Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
- Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
- EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
- Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job, and Keolis retains the right to change or assign other duties to this position. Employees must be able to perform the essential job duties of this position satisfactorily. If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.