Subject Matter Expert

JOB DESCRIPTION

• Day-to-day calls/transaction monitoring of complaints processed by Complaint Evaluators / Investigators
• Conducts knowledge calibration sessions for Complaint Evaluators / Investigators who fail to meet metrics
• Evaluates, encodes, and maintains Quality Records based from the Product Issues processed by the Complaint Evaluators / Investigators
• Has clear understanding of customer KPIs.
• Understands relationship between PFMEA and Quality Control Plan
• Executes Quality Control Plan as prescribed.
• Remediates any disconnects and misunderstanding with the process through calibrations, coaching, and facilitated client communications.
• Prepares and produces cyclical reports pertaining to quartile movements, top defect analysis, coaching logs, minutes of meetings, gauge R&Rs, and process updates.
• Responsible in timely escalation of significant events to the Team Lead/Group Lead
• Keeps o...