Service Quality Manager

Service Quality Manager

Would you enjoy ensuring quality on products?
Do you like working on continuous improvement and problem solving?

About our Team

Operations, a multi-faceted entity consisting of various departments, each serving distinctive purposes, thrives on delivering high-quality outcomes swiftly and effortlessly. Their commitment to exceeding expectations goes beyond mere delivery.

About the Role

As a Service Quality Manager, you will provide support to suppliers and Elsevier stakeholders, quality function wise, to resolve customer escalations and feedback by applying the knowledge as supplier matter expert and using relevant scientific tools. The SQMs will participate in continuous improvement initiatives like Value Stream Mapping and Rapid Improvement Initiatives run by journals and product stakeholders.

Responsibilities

• Driving Continuous Improvement culture in both Elsevier (Journal Operations and Supplier Operations) and with the appropriate service providers, among other things by maintaining and further developing the RFT pillars.

• Bringing all Continuous Improvement projects to a logical conclusion – CSAT, Resupply analysis, KPI review, upstream feedback recurring errors and non-supplier data analysis and categorization.

• Involving in AFP analysis, KPI review, PMG analysis, targeted QC and recurring error pattern analysis.

• Owning upstream feedback process for primary content.

• Monitoring timely response from suppliers with implementation of appropriate preventive measures.

• Creating transparency to stakeholders via Global Forum, Focus groups, Bite Size sessions, Road Shows on the new initiatives.

• Handling customer escalations that come via journals stakeholders and publishing.

• Analyzing PMG Report.

• Basic knowledge in quality measurement (Fishbone, Pareto, Why-why analysis, PDCA, etc.)

Requirements

• 5+ years professional experience in publishing or relevant industry

• Quality Assurance knowledge.

• 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 analyze data.

• 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

• Basic knowledge in quality measurement (Fishbone, Pareto, Why-why analysis, PDCA, etc.)

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working remotely from home or any other work location (up to 5 days a week)

• Working flexible hours - flexing the times you work in the day

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.

• Enhanced Health Insurance Options: Competitive rates negotiated by the company.

• Group Life Insurance: Ensuring financial security for your loved ones.

• Group Accident Insurance: Extra protection for accidental death and permanent disablement.

• Flexible Working Arrangement: Achieve a harmonious work-life balance.

• Employee Assistance Program: Access support for personal and work-related challenges.

• Medical Screening: Your well-being is a top priority.

• Modern Family Benefits: Maternity, paternity, and adoption support.

• Long-Service Awards: Recognizing dedication and commitment.

• New Baby Gift: Celebrating the joy of parenthood.

• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.

• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.

• Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Join Us

Purposeful Work

When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.

Growing Every Day

Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.

Colleagues Who Care
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.

Together, we create possibilities.

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 , or please contact 1-855-833-5120.

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