• Enforce New Product Alert system with stores to ensure pictures and information are received in a timely manner to allow fast reactivity to new quality issues.
• Foster partnership and teamwork with other departments to build common messages and ensure reactive and holistic resolutions to quality alerts.
• Lead and foster consistent support, coaching, and collaboration with Warehouse team as it relates to new products, quality updates, and best practices.
• Host daily communication and sharing with Central Quality team to ensure awareness of all issues through reporting and emails, as needed.
• Provide monthly communication to LVA and Central, update on actions.
• Initiate or manage regular visits to and from LVUSM to discuss current quality issues, areas to improve, share client stories and store mindset.
• Provide daily support to Store Support, Digital Care Services, intake team, and Regional Quality Correspondents (Brazil, Mexico, Canada) through coaching and frequently reviewing and updating Quality guidelines.
• Facilitate organization of quality checks of products in Distribution Centers as needed.
• Design and deliver the training and communication campaign materials to support the client experience.
• Create internal partnerships within retail groups to identify quality trends.
• Support team in developing awareness among Retail teams to guarantee an elevated client experience when issues/questions arise.
• Manage and facilitate training sessions, create training materials/SOP’s as needed.
• Monitor the quality returns (DEF and FOC figures) and identify trends to generate action plans.
• Initiate ad hoc projects related to the ongoing business needs.
• Experience working with MS Word, Excel, and Outlook.
• Perform other duties as assigned by Sr. Quality Manager.