Job Description
JOB INTRODUCTION
To drive improvement in Global Quality Performance through implementation of root cause analysis and action planning of all quality incidents and through ongoing development of all quality metrics, data capture methods, tracking, review, and global reporting of key quality information. Investigation Lead for Global Quality Incidents including development, maintenance, and analysis of the Global Quality Scorecard.
MAIN RESPONSIBILITY
- Analyse and communicate Quality data analysis and reporting, to identify trends and highlight opportunities for improvement for management review and approval.
- Actively participate in progressing system improvements that improve data capture and analysis to ensure consistency in metrics, data capture methods and reporting.
- Support incident crisis team with data interpretation, providing insight and evaluation to advice to facilitate resolution.
- Oversee and coordinate complaint investigations, liaising with relevant quality/operational function, ensure timely sign off prior to complaint closure and pro-actively manage consumer/customer expectations throughout the process.
- Work closely with key stakeholders and teams to ensure robust root cause analysis investigations into quality incidents.
- Generate, maintain, and continually develop the Quality Scorecard, owning the analysis and reporting of data, highlighting areas of concern and potential solutions.
- Continually review quality metrics and identify areas for metrics improvement that support business objectives.
- Follow and comply with all WGW processes, standards, and guidelines in the performance of your role, reporting any non-conformances in a timely manner.
- Deliver guidance on quality systems procedures and their practical implementation were required.
- Work collaboratively with peers and colleagues and apply learnings from identified training and development activities required to perform in role.
OUR IDEAL CANDIDATE
We seek a proactive, analytical individual skilled in quality data analysis and reporting. You should identify trends and improvement opportunities, support system enhancements for consistent data capture, and assist in crisis team data interpretation. You will oversee complaint investigations, ensuring timely resolution and managing customer expectations, while working closely with stakeholders on root cause analysis.
WHAT WE CAN OFFER YOU
- We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan.
- Our employees enjoy a generous holiday entitlement and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement.
- Private Healthcare and Doctor@Hand (remote GP service).
- Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice.
- Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.
- Our Life Assurance cover is a multiple of eight times your annual basic salary.
- Product allocation so that you can enjoy our fantastic portfolio of brands.
- Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost.
- Every employee has the opportunity to claim up to £1,000 per year for a charity or charities for which they have raised money, volunteered their time or personally donated.
- Learning resources to help you be your best self.