ONE

Job Family:

Cargo Management

Job Title:

Manager, Quality Assurance

Role Summary:

Responsible for design, development, and implementation of a Quality Assurance & Training program for the BOI/CHI/RIC/TOR NA Service Centers. Work with Quality Assurance & Training staff at both NA Service Centers to deliver consistent high-quality service across all communication platforms in a seamless fashion, ultimately enhancing customer satisfaction and retention while improving operational efficiency. Identify and address training needs for soft skills, system knowledge and adherence to policy & procedure.

Additional Responsibilities:

• Closely monitor the application of Quality Assurance & Training initiatives to ensure consistent and fair application across all NA Service Centers.
• Develop monitoring tools to analyze the service performance of the NA Service Centers.
• Collaborate with NA Service Center management staff to ensure consistent delivery of coaching and remedial training to staff as necessary.
• Work with the Senior Manager of Quality Assurance to coordinate the immediate and ongoing training needs of the service center staff.
• Identify training or service gaps and quickly implement corrective action to minimize customer impact.
• Develop a strong understanding of the system and process for all functional areas.
• Develop innovative approaches to providing superior customer service that will distinguish ONE in the market.
• Work with Senior manager to identify and implement technology to improve efficiency, accuracy and scope of the program
• Ability to travel, as required
• Audit the QA analysts work on a regular basis to ensure accuracy and clarity

Core Required Skills and Competencies:

• Acts strategically with focus and direction
• Ability to anticipate, analyze, decide and navigate
• High level of both verbal and written communication skills
• Management of staff, experienced in: delegation, performance coaching, feedback
• Strong orientation toward managing staff to achieve at high levels
• Strong analytical ability, acts objectively and plans for long-term implications

Function-Specific Required Skills and Competencies:

• Applies logical methods and analytical skills for recommendations and best results
• Attention to detail and accuracy
• Experience training one-on-one or in a classroom setting
• Strong presentation skills
• Intimate understanding of new and changing customer demands / expectations

Required Minimum Years Experience:

3+ management/supervisory and 3+ industry

Required Minimum Education:

Bachelor’s Degree preferred

Ocean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At Ocean Network Express, we strive toward high-level results for all our employees and pride ourselves on identifying opportunities for internal movement and advancement of proven talent. If you’re interested in a career in the global transportation industry and are looking for growth and advancement opportunities, we encourage you to apply. We enjoy meeting candidates who are persistent in their own professional development.

About Ocean Network Express (ONE)

Ocean Network Express (ONE) was incepted on July 7, 2017, following the liner service integrations of Kawasaki Kisen Kaisha (“K” LINE), Mitsui O.S.K. Lines (MOL) and Nippon Yusen Kaisha (NYK). The new entity functions from its global headquarters in Singapore, supported by regional headquarters in Hong Kong, Singapore, the United Kingdom, the United States, and Brazil. ONE is the world’s sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of the Premier Alliance,a global ocean carrier consortium.

For more information, please visit www.one-line.com

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