Quality Assurance & Workforce Management Manager

Quality Assurance & Workforce Management Manager Job Description Summary

The Workforce and Quality Assurance Manager will oversee the planning, coordination, and implementation of workforce management and quality assurance activities. This role ensures that our workforce is effectively managed and that our quality standards are consistently met. This role partners throughout the CSC organization to identify and lead critical initiatives spanning people, process, and technology by using deep expertise in Lean, Six Sigma, project management, analytics, and business practices. The candidate must have the ability to establish trusting and collaborative working relationships with executive leadership and cross-functional teams of subject matter experts. This deep partnership with critical stakeholders will allow the role to successfully oversee the end-to-end execution of critical initiatives that drive targeted business outcomes and enhance the customer experience. A track record of leading a portfolio of large-scale, cross-functional transformation and innovation initiatives is essential.

To Be Successful In This Role, The Ideal Candidate :

Is forward thinking — developing processes and technology for a 5+ year vision

Demonstrates a consultative approach to problem solving

Effectively communicates — successfully managing up to the executive level and down and across to the collaborator and subject matter expert level

Understands how to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change management skills

Proactively partners and influences team members across a highly matrixed organization

Has strong skills to manage leadership audiences, set expectations, and influence both goals and results

Sees the big picture and understands the priorities, goals and struggles of both senior leaders and individual contributors

Creates well-rounded, scalable, governance models and reasons for large scale improvements

Thoughtfully juggles multiple competing initiatives through rigorous prioritization and effective communication

Gets up to speed quickly in new areas

Has experience driving both long-term initiatives (e.g., 12+ months) and rapid process improvements (e.g., 1 week)

Specific Duties, Activities And Responsibilities

Associate development 50%

Change Management 25%

Stakeholder Management 15%

Administrative / Other 10%

Knowledge, Skills And Abilities I. Service Orientation, Initiative, & Quality

Grasps precise understanding of quality audit and workforce management objectives & expectations

Fosters an open dialogue and maintains an approachable manner and treats others fairly and respectfully

Develop and implement workforce management strategies to optimize staffing levels and productivity

Conduct regular quality audits to ensure compliance with company standards and regulatory requirements

Analyze workforce and quality data to identify areas for improvement and implement corrective actions

Collaborate with cross-functional teams to address quality issues and enhance operational efficiency

Train and mentor staff on quality standards and best practices

Prepare detailed reports on workforce performance and quality metrics for senior management

II. Associate Development

Onboard, train, motivate and retain talented team members

Develop influence leaders through practice, policy and feedback

Coordinate lead resources for coverage and change deliverables aligned with initiative priorities

Provide exposure to cross functional operations and Service and Support leadership to increased knowledge and context

III. Change Management

Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives

Achieve buy-in from all decision makers for the successful application of performance excellence / performance improvement. Create team processes for optimizing results

Champion CSC and Field workflow, SAP-CRM and SDS policies and procedures

Coordinate communication activities and market the process and results by publicizing goals, plans, progress and results focused on CSC Continuous Improvement / Process Improvement

IV. Customer Management Escalation

Ensure continual, clear and relevant communication among team members

Leverage identified operational performance and trends to reduce escalations and complaints

Demand and reinforce high levels of data quality and case management excellence throughout the lifecycle of managed each issue

Prioritize and build business case with measurement scorecard for continuous improvement and other programs

V. Administrative / Other

Timely completion of any Company or Department required training

Timely completion of internal company documentation

Performs other duties as assigned

Requirements

Bachelor's degree preferred

5+ years of experience in management consulting, strategic operations, operational excellence, and / or process improvement

5+ years of experience in leading change for continuous improvement and transformational technology and process initiatives in an iterative, cross-functional, and fast-paced environment

5+ years of experience in an operational environment; experience with Product implementation & Support organizations highly desired

Experience in workforce management, quality assurance and understanding of standard processes strongly desired

Experience leading Salesforce, CRM or other large enterprise technology changes is desired

Strong MS office skills particularly in advanced PowerPoint, Excel, and Power BI

Excellent analytical, problem-solving, listening, interpersonal, and verbal / written communication skills

Strong leadership, group facilitation, emotional intelligence, and project management skills

Experience with successful implementations of complex technology changes / implementations

Experience working in SaaS, Healthcare, Medical Device, Pharmaceutical and / or Engineering environments

Experience working with Customer Service Call Centers and / or Field Technicians is a plus

Flexible in working hours and be available for on call operations support

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity / Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Required Skills

Primary Work Location : MYS Kuala Lumpur - Jalan Kerinchi

Work Shift : MY2 Night 10p-7a Mon-Fri (Malaysia)

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Quality Assurance

Industries : Manufacturing

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