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Service Quality Lead

4 semanas atrás

Brasil Covestic Tempo inteiro
Overview

The Quality Assurance Lead will oversee the quality of the Data Center operational standards and how they are implemented. They will oversee the implementation and application of training initiatives including onboarding to ensure service execution is aligned to client standards while ensuring the area's covered are observed and understood by the Milestone team in the execution of the service delivery. Utilizing existing tooling and RAG dashboards, they will review weekly reports with the Compliance Co-Ordinator and operations teams to identify trends and any concerning metrics, working to address in a timely manner. They will carry out audits onsite in Milestone operational locations (EMEA and APAC) that will review the team's approach and adherence to the expected standards, reporting their findings and implementing and managing internal corrective actions process. When necessary, they will act as support to sites that may be having operational or leadership challenges, travelling to these sites to assist with course correcting or remediating issues, forming part of Tiger Teams for sites with significant challenges. They will also support any new sites in making sure that they meet quality standards and are set up for successful operations.

Reporting

REPORTS TO: 1. Manager: Quality Assurance Manager. 2. In-direct Reporting Relationship: Senior Program Manager.

Responsibilities
  • Lead quality assurance activities for logistics operations within the data centre environment.
  • Plan, coordinate, and conduct quality audits (remote and onsite) across logistics workflows.
  • Plan, coordinate, and conduct quality audits (remote and onsite) across logistics workflows and partner sites.
  • Monitor KPIs and produce detailed audit and compliance reports for management.
Education
  • Completion of secondary/upper secondary school (equivalent to high school).
Experience
  • Proven experience in quality assurance, auditing, or compliance within logistics, supply chain, or data center environments.
  • Leadership experience in a data center or logistics environment.
  • Data center, Logistics, construction, or similar industry safety experience with full time employee and client experience.
  • 2+ years' experience or a qualification in data analysis desirable.
Skills
  • Quality Assurance & Process Expertise
  • Strong understanding of QA methodologies, frameworks, and standards.
  • Knowledge of ISO standards, regulatory frameworks, or data center compliance (desirable).
  • Experience conducting onsite audits and producing high-quality reports (desirable).
  • Ability to prioritize tasks and manage multiple audit schedules.
Operational & Continuous Improvement Knowledge
  • Understanding of warehousing management, inventory control, receiving, shipping, and order picking.
  • Understanding of 5S practices for workplace organization and efficiency.
  • Knowledge of Lean/Kaizen principles for continuous improvement (desirable).
  • Proficiency with Excel, warehouse management systems, and reporting tools.
  • Comfortable using checklists, dashboards, and digital audit platforms.
Training & Coaching
  • Knowledge of training best practices and implementation.
  • Strong interpersonal and coaching abilities to guide field logistics teams.
  • Ability to deliver feedback.
Communication & Collaboration
  • Strong interpersonal and communication skills with the ability to engage effectively with diverse teams.
  • Stakeholder communication skills (reporting audit findings to management).
Organizational & Analytical Skills
  • Excellent organizational, analytical, and problem-solving skills.
  • Ability to work independently in a remote environment while managing travel commitments.
  • Capability to travel up to 50% throughout the year (domestic and international, as required).
Travel

Up to 50%


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