Sr. Analyst, Process Improvement

Company Name:
Asurion
Title: Sr. Analyst, Process Improvement Location: TN-Nashville - One Century Place Other Locations:
The Sr. Analyst, Process Improvement will define and implement process improvements, learning strategies and process efficiencies. Conduct data study and needs assessments. Actively manage and effectively facilitate team based projects and solutions in a collaborative environment. Develop and implement instructional design methods within the organization. Provide appropriate data and information for continuous improvement as well as gap analysis. Incumbent will drive general proves and product quality improvement, identify and implement preventive methods in all areas, maintain effective quality feedback and ensure quick and effective response to major problems that impact customer, employees, and/or costs.
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The Primary Duties and Responsibilities:
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Develop, implement, and monitor Continuous Improvement (CI) policies, processes and standards to improve Quality, Speed, Flexibility, and Value.
Coordinate or participate in New Product Introduction (NPI) and Business Process Improvement (BPI) initatives
Provide leadership in the areas of Cost of Quality and related cost reduction efforts, and use tools and approaches such as Six Sigma to positively impact business performance. Maintain overall responsibility for measuring, controlling, reducing, and predicting cost.
Foster overall continuous improvement mindset in the organization. Ensure effective use of data and information, quality tools, and problem solving methods.
Develops and recommends Asurion CI policies and establishes CI departmental objectives that maximize product reliability and Value.
Coordinate the corrective action process that provides solutions that prevent the recurrence of non-conformances and continuously improves the quality system and processes of the business.
Implements statistical techniques during certain phases of the CI process. Establishes effective data analysis as required to maintain the required control of non-conformance.
Direct Process management/improvement initiatives to meet quality objectives.
Directs the development and delivery of training, consulting, and educational programs relating to quality tools, techniques and methodologies.
Support user acceptance testing and training implementation on NPI's.
Works with other internal departments to identify/schedule programs and support materials.
Transitioning improvements to the line organizations once the people, processes, and tracking are in place.
Executing cross-functional process improvements central to business operations success.
Serving as a change-agent inside the organization with a willingness to assume responsibility, and to develop new approaches to solve problems.
Spearhead a Quality Review Specialist initiative to ensure key personnel are proficient in the applications such as Pareto, Process Mapping, Root Cause Analysis, and SPC.
REQUIREMENTS:
Bachelor's degree in a related field preferred
Minimum of two years management experience and a minimum of three years experience in a quality or auditing role.
Prefer CQM, or PMP certification and ability to attain Six Sigma Green Belt within 1 year.
Strong leadership, project management, coaching and team oriented skills.
Excellent analytical and quantitative skills, and proven technical ability manipulating spreadsheets and databases.
Excellent organizational and time management skills
Training in Quality methods and techniques such as CQM or Six Sigma preferred.
Experience in systems development lifecycle methodology, and quality assurance process.
Must have strong knowledge and expertise in project management methodologies and tools. Must have understanding of organizational theory and balanced scorecards as well as process mapping and performance improvement.
Must be skilled at managing through influence rather than direct reporting relationships in a matrix management environment.
Must have ability to articulate quality methodologies to senior management.
Ability to push hard and affect positive change fast in a dynamic high standards environment while maintaining a positive approach with peers and subordinates.
Proficient with MS-Office environment suite Visio, MS-Excel MS-Word, MS-Power-Point and MS-Project.
Experience in wireless or telecommunications industry highly preferred.
Prior experience in customer service operations, financial service operations, product and service development or business consulting preferred.
RESPONSIBILITY/ACCOUNTABILITY
Manage give areas of responsibility
Document control
Lead continuous improvement process
Facilitate and lead Best Practice Sessions
Active support of the Vision Process
PERFORMANCE STANDARDS
Continuous improvement
Customer Complaints
Non-Compliance
Corrective Actions
CI initiative results
EOE
About Asurion

For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology; digital applications to protect their privacy and provide security; and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their businesses and to provide services that delight their customers. Asurion's 14,000 employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion, including customer service ratings and reviews that help drive continuous improvement, please visit .
Call Center Operations - Administration Organization: PSS Sr. Analyst, Process Improvement TN-Nashville - One Century Place PSS00328

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