Job Description
Hybrid - 2 days of home office (Monday and Friday)
Role:
The Quality and Continuous Improvement Lead supports People Services Center operations in performing Quality Audits and applying Continuous Improvement strategies. This position leads the implementation of process changes/ improvements and Lean Operating Principles. It is part of a global team responsible for master processes development and review, quality support, continuous improvement systems, operating practices, metrics, case categorization and reporting.
Quality
* Lead the implementation of People Services Center Quality Assurance plan;
* Conduct quality audits and calibration sessions with Leadership and Subject Matter Experts;
* Track quality performance based on Customer Survey feedback and lead improvement effort;
* Continually analyze and increase the value of the quality system;
* Capability to create and review Master Processes documentation for supporting People Services Center Operations;
* Facilitate Quality System (e.g. Master Process, Quality Handbook) and Problem Solving training;
* Determine customer survey strategies to increase participation rates;
* Support and validate requirements for Operations and Quality Dashboard development;
Continuous Improvement (CI):
* Implement, lead and support the Continuous Improvement process;
* Apply Root Cause analysis and develop improvement Initiatives;
* Understand and train various continuous improvement tools to be applied within the process;
* Practical Problem Solving;
* Operational Excellence;
* Value Stream Mapping and Process Flow Development (e.g. Visio);
* Capture and report results from continuous improvement activities.
Mandatory Requirements:
* Bachelor's Degree;
* Knowledge and experience in Operational Excellence methodology;
* Excellent communication skills in English;
* Intermediate Spanish;
* Strong experience in a quality support or operations role.
Desirable:
* Knowledge of 6 Sigma
Behavioral Skills:
* Proven ability to analyze data and present key insights in formal meetings with senior management
* Proven ability to lead problem-solving projects
* Excellent presentation and communication skills
* Negotiation and argumentation skills
Preferred Qualifications:
* Experience as a customer service agent;
* Working with OpEx (6 sigma) projects;
* Quality System leadership experience;
* Training experience.
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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
Non-Discrimination and Equal Employment Opportunities
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire .
Accommodations
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