This position is responsible for:
- Providing training and coaching to store teams and internal departments in partnership with the Quality Manager to help enhance the client experience by communicating proactively and positively regarding the quality of our products.
- Analyzing and reporting the trends of the defective repairs/returns to develop action plans, proactively working with Central and Manufacturing to resolve defects and improve the quality of our products.
ESSENTIAL DUTIES AND JOB RESPONSIBILITIES
- Enforce New Product Alert system with stores to ensure pictures and information are received in a timely manner to allow fast reactivity to new Quality issues.
- Foster partnership and teamwork with other departments to build common messages and ensure reactive and holistic resolutions to Quality alerts.
- Offer consistent support, coaching, and collaboration with Warehouse team as it relates to New Products, Quality updates, and best practices
- Daily communication and sharing with Central Quality Team to ensure awareness of all issues through reporting and emails, as needed.
- Provide monthly communication to LVA and Central, update on actions.
- Participate in regular visits to and from LVUSM to discuss current quality issues, areas to improve, share client stories and store mindset.
- Provide daily support to Store Support, Digital Care Services, intake team, and Regional Quality Correspondents (Brazil, Mexico, Canada) through coaching and frequently reviewing and updating Quality guidelines.
- Assist in organization of quality checks of products in Distribution Centers as needed.
- Design and deliver the training and communication campaign materials to support the client experience
- Create internal Quality Group with key Retail doors to share and receive quality signals.
- Support team in developing awareness among Retail teams to guarantee an elevated client experience when issues/questions arise.
- Provide support in training sessions, create training materials/SOP’s as needed.
- Monitor the Quality returns (DEF and FOC figures) and identify trends to generate action plans.
- Adhoc projects related to the ongoing business needs
