Supervisor of Operations Quality

Operations Supervisor

The Supervisor of Quality Assurance oversees the development, implementation, and control of all quality practices. The Supervisor works collaboratively with business areas to drive continuous improvement and ensure compliance with established metrics and adherence to policies and procedures. The Supervisor maintains vendor governance to ensure that expectations and visions are aligned, and that we continue to work towards a common goal.

Specific duties include, but are not limited to :

• Oversee the development, implementation, control, and distribution of all quality practices, standards, methodologies, and metrics.
• Lead and support a team to drive operational excellence.
• Ensure that the quality requirements of the operational areas, company and regulatory entities are fully understood and achieved.
• Provide oversight of vendor operational, quality and performance metrics to ensure appropriate delivery.
• Collaborate with stakeholders across the organization to build and execute on an integrated plan to support awareness and adoption for new initiatives.
• Identify key issues relating to quality and drive continuous improvement activities across the organization, including identifying new programs or changes to current programs that will result in consistent progress.
• Plan, control and coordinate daily workflow activities, including inventory management, assignment of work and productivity monitoring.
• Oversee associate performance to ensure accuracy and productivity goals are met.
• Identify opportunities for efficiencies and improvement through automation efforts.
• Demonstrate expert knowledge and aptitude of current and future subject matters within their leadership scope.
• Accountable for coordinating training programs for onboarding new associates and / or new / updated processes / implementations to ensure that the team is consistently upskilled and uptrained to achieve optimal performance.
• Facilitate business review meetings with leadership teams and the areas supported by audit.
• Perform regular audits of team deliverables to ensure accuracy and completeness through the audit-the-auditor process.
• Coordinate and facilitate calibration sessions to ensure alignment between teams, proper understanding of expectations and create open lines of communication amongst business teams.
• Provide timely documented feedback on issues identified at the processor and / or system level and initiate escalation procedures when necessary.

Bachelor's Degree preferred. Minimum 7+ years in the areas of quality management, auditing and / or continuous improvement processes. Requires broad business understanding, strong conceptual skills and strategic thinking to support continuous improvement approaches. Demonstrated leader with strong problem-solving, team building, planning and decision-making skills. Superior written and verbal communication skills, and presentation skills are required to provide business partners with information and tools to support modifications and / or new implementations. Strong leadership and interpersonal skills are required to lead cross-functional teams and initiatives. Keen attention to detail, analytical, organizational, and writing skills. Experience in implementing and managing processes and programs. Knowledge of systems, process flows and timelines to ensure requirement testing and implementation are compliant across operational disciplines. Ability to compile detailed system requirements, reporting and data mining to support business needs. Skilled in trend analysis and highly effective in communicating as the liaison with business partners on findings and recommendations focused on minimizing impacts to other areas and the customer. Maintain flexibility in a team environment and identify process improvement opportunities and define system impacts that may result.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.