Sr. Sourcing Quality Specialist

hace 4 días

Panama Grainger Panama Services A tiempo completo

The Sr. Sourcing Quality Specialist is responsible for daily support of Sourcing Execution Team ( Quotes & Support). The Sr. Sourcing Quality Specialist role is responsible for maintaining and monitoring customer touch points through Verint Quality Phone System and other systems designed to identify opportunities of improvement. This role is key to ensure Grainger Customer Promise with primary focus on strengthening and/or building quality assurance process controls. This is a key support role that provides day to day service quality for all areas of Sourcing Services.
Subject Matter Expert for process questions and performs problem research and resolution.
Provides structured and timely recommendations; verbal and/or written feedback Business Leadership.
Participates in collaboration meetings with supervisors and managers.
Help to implement and standardize quality strategy for the entire Sourcing Services organization.
Perform daily tasks to support existing quality monitoring systems and fulfill ad-hoc requests for monitoring and reporting.
Provide overall quality control direction to the operations.
Provide reporting to interested internal customers.

Perform root-cause analysis of quality issues. Follow through to resolution and communication to appropriate parties.
Work closely with business units to identify, recommend, develop, implement and support process changes based on monitoring data.
Develops and conducts targeted group coaching sessions for Supervisors and Team Members that address service quality deficiencies and/or improvement opportunities.
dentifies training needs and communicate needs to training as needed.
Routinely evaluate operation quality process for possible improvements.
Maintain up to date knowledge of quality control evaluations for all departments.
Engage in continuous process improvements, through initiatives to ensure that quality assurance processes are efficient, reliable and customer driven.
Establish and cultivate working relationships with internal customers across the organization.

W.W. Grainger, Inc. is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies
and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger
for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management
and technical support.

These customers represent a broad collection of industries including healthcare, manufacturing,
government and hospitality. They place orders online, on mobile devices, through sales representatives, over the phone
and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s

**Requisitos**:
3 or more years of experience in related fields preferred.
English proficiency, both written and verbal, required.
Excellent written, verbal, analytical and communication skills
Minimum 2 years of experience in quality monitoring and/or phone systems support in a telecommunication or finance environment.
Knowledge of SAP or other ERP platforms is a plus.
Ability to work on cross-functional teams.
Ability to adapt to changing business processes, technologies, and environments.
Excellent organizationalskills.
Ability to negotiate change across organizational and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff.
Ability to work in virtual team environment.
The ability to proactively and effectively communicate to all levels of management to clarify needs and evaluate alternative business solutions.
Strong interpersonal skills. Ability to make large scale presentations.
High attention to detail.
Strong analytical and problem-solving skills are requisites for this position; exercise strategic thinking in order to create, drive and modify process improvements.
Demonstrates the ability to consistently follow through, effect action, and bring focus to situations.
Seeks opportunities to increase process/system efficiencies, customer satisfaction and overall business improvement

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