Service Quality Manager

DUTIES & RESPONSIBILITIES:

Quality Management System

• Create, update, and implement local and operations procedures to meet the NOV QMS.
• Maintain industry and NOV QMS knowledge by reviewing new publications and updates.
• Proactively participate in maintaining the QMS system and drive improvement opportunities.

Incident Management

• Report, investigate, and follow up on Non-Conformance Reports (NCRs) across all aspects, including field incidents (JIRA/ITRAX), NCRs related to delivery/suppliers (JDE), and Corrective and Preventive Actions (JDE) resulting from audits, supplier issues, customer concerns, and service delivery.
• Support and create root cause analysis of incidents that require corrective action.
• Ensure that service quality alerts detailing identified issues, associated risks, and recommended corrective actions are created. 
• Assist other departments within the organization with customer concerns and feedback, meeting deadlines and delivering results while ensuring efficient and prompt resolution of customer issues.

QMS Implementation

• Facilitate team efforts to establish and monitor customer-supplier relations. Assist in maintaining quality metrics for suppliers, conduct audits, and request waivers 
• Ensure that the department's service delivery complies with customer requirements, government legislation, and internal company rules and procedures.
• Manage the internal and external Quality Audits required for your assigned facilities.
• Lead regular internal audit processes according to the established annual plan.
• Lead facility quality meetings reporting the Quality Metrics and Objectives & Targets, ensuring planning and actions are created.
• Follow up on Management of Change for quality aspects and maintain Quality Risk Assessments 

General

• Providing training and guidance to the team on quality standards and best practices.
• Execute tasks in compliance with company procedures, processes, HSEQ standards, and best practices.
• Carry out other duties as and when business requirements dictate as may be reasonably expected by the line manager.

SKILLS & EXPERIENCE REQUIRED

Operating

• Work independently or in a team and support other team members in Service Quality related issues
• Good collaborative skills and high professional motivation
• Ability to work in a structured and independent manner.
• Adept at exercising good judgment, even when faced with incomplete information and tight deadlines
• Able to allocate time effectively to complete tasks.
• Able to define, work within and improve business processes while exercising good judgment based on immediate and future business needs.

Personal and Interpersonal

• A candid team player who collaborates with peers to solve problems
• Imbued with a strong sense of customer focus (internal/external)
• Team player with good communication skills