Sr. Director Quality Control

Job Title: Senior Director of Quality Control About Wonders Corporation Wonders Corporation is a technology-enabled service company headquartered in New York City. The company specializes in providing ordering taking, marketing, social media management, and data analytics for the restaurant industry. Position Overview: As the Senior Director of Quality Control, you will play a pivotal role in shaping and implementing strategies that enhance customer satisfaction and drive a world-class customer experience. This leadership position requires a seasoned professional with a deep understanding of quality methodologies, a passion for customer-centricity, and a track record of successfully implementing quality initiatives in diverse industries. Responsibilities: 1. Customer-Centric Quality Strategy: - Develop and execute a comprehensive quality strategy with a strong focus on customer experience. - Align quality methodologies, including TQM, with the goal of exceeding customer expectations. 2. Voice of the Customer (VOC) Analysis: - Establish systematic processes for collecting and analyzing customer feedback. - Utilize VOC data to identify opportunities for improvement and innovation in customer service. 3. Continuous Improvement for Customer Satisfaction: - Implement and champion a culture of continuous improvement in customer service. - Leverage TQM principles to drive ongoing enhancements to products, services, and customer interactions. 4. Employee Engagement and Training: - Foster a customer-centric culture by involving employees at all levels in quality and customer experience improvement initiatives. - Implement training programs to equip employees with the skills and knowledge needed for exceptional customer service. 5. Quality Metrics for Customer-Centric KPIs: - Establish and monitor key performance indicators (KPIs) related to customer satisfaction and experience. - Utilize data-driven insights to drive improvements in service quality and operational efficiency. 6. Process Efficiency and Error Prevention: - Streamline processes to eliminate waste and inefficiencies in service delivery. - Implement error prevention measures (Poka-Yoke) to ensure a seamless and error-free customer experience. 7. Supplier and Partner Quality Integration: - Extend quality control practices to suppliers and strategic partners. - Collaborate with external stakeholders to ensure the entire ecosystem contributes to a high-quality customer experience. 8. Standardization of Customer-Facing Processes: - Standardize customer-facing processes to ensure consistency in service delivery. - Leverage TQM principles to establish and maintain high standards for customer interactions. 9. Benchmarking for Customer Excellence: - Benchmark against industry leaders in customer experience. - Identify and implement best practices to elevate our customer service standards. 10. Leadership Commitment to Customer Excellence: - Demonstrate strong leadership commitment to quality and customer satisfaction. - Lead by example in establishing a culture where every employee understands the critical role they play in delivering a world-class customer experience. Degrees/Qualifications:

• Quality Management
• Industrial Engineering
• Manufacturing Engineering
• Operations Management
• Business Administration (with a focus on Operations or Quality Management)
• Supply Chain Management
• Demonstrated expertise in implementing and optimizing quality methodologies, especially TQM, for customer-centric outcomes.
• Proven track record of driving continuous improvement in customer satisfaction and service quality.
• Excellent leadership, communication, and interpersonal skills
• Amenable to working on an early shift/ hybrid set-up.