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General Motors

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Global Quality Governance Champion (GQGC)

Experience

Associate, 1+ Years

Industry

Automotive

Employment Type

Full Time

Location

Job Responsibilities

Job Description

This position is a Hybrid role and it does not require an employee to be on-site full-time to perform most effectively. The employee’s role enables them to work at a GM facility or off-site as frequently as needed or desired.

About the Role:

The Global Quality Governance Champion is a cross-functional role overseeing the customer experience of all CX contact centers, predominantly across North America, with potential of Global reach.  The position will support and monitor performance of all business units to ensure customer satisfaction performance indicators and supplier contractual requirements are met. This position will also be responsible for communicating customer insights and championing the GM culture ‘putting the customer at the center of everything we do’ across the enterprise. Communication and partnership with our suppliers, business units, and leadership is a key function of the role.

General Responsibilities:

  • Educate and promote ways to elevate the Customer Experience utilizing the customer centric criteria’s to ensure we are providing a ‘Best in Class’ customer experience across the CX organization.
  • Create and Maintain Quality process updates in the knowledge management system
  • Training/Coaching and Calibration of supplier Quality teams
  • Tracking/Auditing Responsibilities for contractual quality topics, per SoW
  • Tracking/Auditing Responsibilities for Quality Induction and ongoing training
  • Deliver, monitor and track the Quality Certification of all site supplier TL & QE staff, including annual refreshers.
  • Ensure cross-functional quality sessions are hosted, facilitating discussions of customer experiences – listening sessions, quality expectations and standards sessions, reviewing of KPI’s to name a few.
  • Work side by side with site leads and supplier Quality leads to drive performance improvements based on insights and trends. Monitor and record improvements based on actions and report on successes and outcomes.
  • Be the champion of Quality, to maintain a holistic view of currents trends, data points and KPI’s.
  • Basic quality data analysis for ad hoc projects, analyzing data and creating visualization of data to deliver actionable insights
  • Undertake any additional duties as may be reasonably required and requested by the Global Quality Manager.


    Qualifications

  • Bachelor’s degree essential
  • Certified ISO 9001:2015 internal auditor training is desirable
  • Contact Center Quality Assurance Certification or equivalent
  • 3-5 years experience in Contact Center Quality and/or Operations
  • Automotive experience a plus

  • Experience

  • Experience of working within the Customer Service Quality field, preferably within Contact Center Environment.
  • Experience of managing governance activities within a Customer Service Quality corporate setting.
  • Experience of managing governance systems and processes.
  • Experience of Quality audits, monitoring and measurement activities.
  • Experience of undertaking investigations into incidents using a root cause analysis methodology and making recommendations to improve service delivery provision.
  • Experience of managing SoW contractual compliance with  third party provider.
  • Proven ability to drive forward quality improvements across services.
  • Ability to create, review, recommend and facilitate service improvement programs.
  • Willingness to support a range of lines of businesses and travel to different locations.
  • Ability to work with a wide range of professionals and suppliers.
  • Ability to develop and implement effective monitoring mechanisms.
  • Experienced in working with culturally diverse groups

  • Skills

  • Excellent written and verbal communication skills.
  • Highly innovative and creative thinker.
  • Understanding of OpEx Methodologies.
  • Previous experience of championing change across large teams and suppliers.
  • Working knowledge of industry standard contact center technology and reporting applications.
  • Knowledge of NICE product – call recording and speech analytics tools preferred.
  • Comprehensive understanding of contact center metrics.
  • Ability to work in a highly collaborative way: listening to others input, values outside perspectives, continuously seeking feedback.
  • Ability to present complex and sensitive information to a range of audiences.
  • Confident and proven ability in facilitating discussions and meetings with a wide range of levels, from Advisor to Director.
  • Ability to build positive relationships with all stakeholders and supplier partners.
  • Excellent IT skills – must be familiar and proven ability with Siebel, Excel, Power Point, MS Visio, MC Teams, MS Project and overall Microsoft suites.
  • Flexible and able to adjust to changing priorities or requirements in a fast-paced environment


  • About GM

    Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.



    Why Join Us 

    We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.



    Benefits Overview

    The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;• Company and matching contributions to 401K savings plan to help you save for retirement;• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;  • Tuition assistance and student loan refinancing;• Discount on GM vehicles for you, your family and friends.




    Diversity Information

    General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

    We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.



    Equal Employment Opportunity Statements

    The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

    Open positions

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    Pay range

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