Quality Manager, Service Delivery

Overview

Oversee QMS, ISO compliance, audits, and continuous improvement for service delivery.

Key Responsibilities

• document control
• process mapping
• audit management
• kpi tracking
• lean improvement
• gap assessment

Tasks

-Works with key managers in Service Delivery to improve the department's QMS. Accountable for -May be required to develop internal auditing/testing parameters -Oversees the Document Control process for Service Delivery -Apply the lean management principles and tools to identify opportunities for improvement to -Escalate actions that are not achieving required progress through periodic reporting. -Assess departmental document suitability as changes in operating practice occur. -Works with process owners to assist with root cause analysis and the corrective actions identification. -Update the KPIs regarding CARs -Participate in quality audits (and lead a team of quality auditors, when needed) -Understanding and mapping the key department processes -Ensure all actions are completed in a timely fashion. -Build and maintain a gap assessment. -Evaluate department’s processes for compliance with quality requirements. -further improve maintenance processes and optimize asset utilization. -Mapping of how processes are interconnected within the department and with other departments. -Oversees the implementation of improvement initiatives in the department as part of the QMS -Continually reassess department performance against ISO 9001 and contractual standards, using the gap assessment, the department KPIs and audit outputs -Track corrective actions generated by audits, non-conformances, and other sources for Service Delivery in accordance with the Quality team tracking process. -Partners with key Service Delivery personnel to ensure all documentation related to the department is in audit-ready and compliance status. \ -Acts as the ISO 9001 subject matter expert for audits. -Assist audit team in developing audit reports; present audit reports to top management, as needed. -Acts as the ISO 9001 subject matter expert for the department assuring its compliance with the -Develop and maintain a prioritized plan to improve the QMS against key gaps from the gap assessment. -Works with the department to ensure that changes to processes are managed in accordance with the company’s change management process. -Works with other departments to assist identifying corrective actions when needed -Assists in identifying risk areas for future audits as part of the periodic audit planning cycle. -Management of nonconformances -Establish a process map for the department. -Assist with follow-up audits, as required. -Assist in development of audit plans, audit schedules.

Requirements

• six sigma
• bachelor's
• project management
• power bi
• iso 9001
• quality auditor

What You Bring

-Operational knowledge or engineering experience preferred. -Certified Six Signa Green belt (desirable) -Workmanship standards -Bachelor’s degree in Engineering preferred. -Outstanding knowledge in project management, planning and execution. -Influencing skills and ability to work effectively throughout all levels of the organization. -Experience facilitating meetings at all levels of the organization in a diverse environment. -Ownership for the QMS and Contractual Compliance in Service Delivery and Customer Service -Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance -Ability to deliver high quality output using the Microsoft Office suite, Visio and Power BI -Very good knowledge of ISO 9001:2015 standard and of ISO 19011:2018 standard. -Experience in managing quality programs in a Transportation services or manufacturing environment is highly desirable. -Must have an eye for detail and above-average analytical ability and problem-solving abilities. -Certified as a quality auditor. -Deep experience with quality auditing tools (e.g., control charts) and methodologies. -Ability to work both independently and as part of a diverse team of quality professionals. -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. -contractual compliance in Service Delivery in accordance with Schedule 3.6 of the KCS-MBTA contract, including: -Excellent listening, communication, and presentation skills.

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Benefits

-Quality audit program -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. -Configuration control plan

About Keolis Commuter Services

-operates as a leading provider of public transportation solutions, focusing on the North American market. -specializes in delivering safe, efficient, and customer-centric rail and bus services. -manages major transit systems, such as the Massachusetts Bay Transportation Authority (MBTA) in Boston. -has decades of experience, becoming a trusted partner for municipalities offering urban to regional services. -focuses on innovative technology to ensure services are reliable and future-ready. -has a strong track record of improving operational efficiencies while enhancing the customer experience with smart mobility solutions. -emphasizes collaboration with local authorities to meet the evolving needs of commuters.

Sector Specialisms

Security Clearance

-pre-employment drug and alcohol screening required. -favorable background check required. -physical examination required.