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The role of the Service Quality Manager (SQM) is to provide support to suppliers and Elsevier stakeholders, quality function wise, to resolve customer escalations and feedback by applying their knowledge as supplier matter expert and using relevant scientific tools. SQM’s role includes but not limited to performance monitoring, performance improvement support, certification monitoring, workflow optimization, supplier self-auditing monitoring and check random samples from the SQC results of all KPIs. This role will play a key part in the execution of cost optimization and automation QC projects at selected stages across workflows, ensuring limited impact on key business metrics. SQM to ensure customer experience is driving supplier quality management (standards, supplier-related services, specifications, and workflows) alongside other OKRs. As well as to maintain a high level of customer satisfaction through CI.
The role will also support the introduction of a comprehensive set of service, process and content key performance indicators supporting greater automation in platform driven workflows and supporting Elsevier’s customer facing products. The role will identify on-going opportunities to automate QC services, reducing touch time while improving the quality of services provided and products delivered.
To support in technical and organizational work handled by the Business Units relating to suppliers on procedures, specifications, and quality management. To support validation projects on quality aspects.
This role will participate in continuous improvement initiatives like Value Stream Mapping and Rapid Improvement Initiatives run by journals, DPO and PAO stakeholders. By participating in such CI initiatives, the SQMs will contribute as SMEs and suggest improvement ideas to bring process improvements whose success can be measured in terms of optimization of cost and time involved to produce articles/issues. SQM role will also participate in regular audits in collaboration with Strategic Supplier Services function. Support or lead account, suppliers, squad, or projects if required.
Service Quality Manage will own Upstream Feedback webform and process along with UF webform improvement, learnings, repetitive errors, proactive action planning. SQM will also handle day-to-day quality related escalations and any high-level escalation from higher management. This role will monitor dashboard, have relevant data to support data-oriented supplier transfers, and monitor the metrics of transferred journal for a period of 3 months.
The role of the Service Quality Manager (SQM) is to provide support to suppliers and Elsevier stakeholders, quality function wise, to resolve customer escalations and feedback by applying their knowledge as supplier matter expert and using relevant scientific tools. SQM’s role includes but not limited to performance monitoring, performance improvement support, certification monitoring, workflow optimization, supplier self-auditing monitoring and check random samples from the SQC results of all KPIs. This role will play a key part in the execution of cost optimization and automation QC projects at selected stages across workflows, ensuring limited impact on key business metrics. SQM to ensure customer experience is driving supplier quality management (standards, supplier-related services, specifications, and workflows) alongside other OKRs. As well as to maintain a high level of customer satisfaction through CI.
The role will also support the introduction of a comprehensive set of service, process and content key performance indicators supporting greater automation in platform driven workflows and supporting Elsevier’s customer facing products. The role will identify on-going opportunities to automate QC services, reducing touch time while improving the quality of services provided and products delivered.
To support in technical and organizational work handled by the Business Units relating to suppliers on procedures, specifications, and quality management. To support validation projects on quality aspects.
This role will participate in continuous improvement initiatives like Value Stream Mapping and Rapid Improvement Initiatives run by journals, DPO and PAO stakeholders. By participating in such CI initiatives, the SQMs will contribute as SMEs and suggest improvement ideas to bring process improvements whose success can be measured in terms of optimization of cost and time involved to produce articles/issues. SQM role will also participate in regular audits in collaboration with Strategic Supplier Services function. Support or lead account, suppliers, squad, or projects if required.
Service Quality Manage will own Upstream Feedback webform and process along with UF webform improvement, learnings, repetitive errors, proactive action planning. SQM will also handle day-to-day quality related escalations and any high-level escalation from higher management. This role will monitor dashboard, have relevant data to support data-oriented supplier transfers, and monitor the metrics of transferred journal for a period of 3 months.
Functional and Technical Competencies:
-
Applies a depth of knowledge and understanding to own work and relates to overall business context
-
Applies a breadth of knowledge across multiple functions and projects on behalf of the team
-
Sought out due to in-depth knowledge and experience
-
Identifies and highlights new trends, potential problems and opportunities early
General:
-
Good knowledge of quality management and it’s application in platform services
-
Strong understanding of predictive analytics and its application in a platform business
-
Basic knowledge of technical, content, service and process specifications in technology and data analytics industry
-
Good project management skills
Additional valuable knowledge/skills:
-
L6S Green/Black Belt certification is an advantage
-
Trained in customer centricity/customer experience approach
-
Auditing tools and techniques knowledge also advantageous
-
Solid statistical skills at Green Belt level
-
Quality tools experience and proficiency such as MSAs, Pareto charts, 5W’s, fishbone diagrams
-
Demonstrable ability to deliver key improvements in QC programs
-
Knowledge of Industry best practice in quality control of products and services
-
Actively identify and coordinate the necessary resources required to successfully implement QC methodologies
-
Develop appropriate training strategies / methodologies and documentation as necessary for education of relevant internal and external parties
-
Act as a gatekeeper in supporting a highly efficient production process with the focus on outstanding quality
Education, Knowledge, Skills and Experiences (and any other requirements):
-
5+ professional experience in publishing or relevant industry
-
University Graduate degree
-
Active contribution to the workflow enhancement services that leads to implementation of new services and work processes
-
Ability to generate and interpret reports as well as manipulate and analyse data with basic knowledge on data analytics.
-
Knowledge in Auditing Process
-
Participate in Value Stream Mapping and Rapid Improvement Initiatives
-
Demonstrated competency in project management and the successful execution of global projects
-
Willingness for occasional travel
Functional and Technical Competencies:
-
Applies a depth of knowledge and understanding to own work and relates to overall business context
-
Applies a breadth of knowledge across multiple functions and projects on behalf of the team
-
Sought out due to in-depth knowledge and experience
-
Identifies and highlights new trends, potential problems and opportunities early
General:
-
Good knowledge of quality management and it’s application in platform services
-
Strong understanding of predictive analytics and its application in a platform business
-
Basic knowledge of technical, content, service and process specifications in technology and data analytics industry
-
Good project management skills
Additional valuable knowledge/skills:
-
L6S Green/Black Belt certification is an advantage
-
Trained in customer centricity/customer experience approach
-
Auditing tools and techniques knowledge also advantageous
-
Solid statistical skills at Green Belt level
-
Quality tools experience and proficiency such as MSAs, Pareto charts, 5W’s, fishbone diagrams
-
Demonstrable ability to deliver key improvements in QC programs
-
Knowledge of Industry best practice in quality control of products and services
-
Actively identify and coordinate the necessary resources required to successfully implement QC methodologies
-
Develop appropriate training strategies / methodologies and documentation as necessary for education of relevant internal and external parties
-
Act as a gatekeeper in supporting a highly efficient production process with the focus on outstanding quality
Education, Knowledge, Skills and Experiences (and any other requirements):
-
5+ professional experience in publishing or relevant industry
-
University Graduate degree
-
Active contribution to the workflow enhancement services that leads to implementation of new services and work processes
-
Ability to generate and interpret reports as well as manipulate and analyse data with basic knowledge on data analytics.
-
Knowledge in Auditing Process
-
Participate in Value Stream Mapping and Rapid Improvement Initiatives
-
Demonstrated competency in project management and the successful execution of global projects
-
Willingness for occasional travel
Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK .
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