Service Quality Manager
- Create, update, and implement local and operations procedures to meet the NOV QMS.
- Maintain industry and NOV QMS knowledge by reviewing new publications and updates.
- Proactively participate in maintaining the QMS system and drive improvement opportunities.
- Report, investigate, and follow up on Non-Conformance Reports (NCRs) across all aspects, including field incidents (JIRA/ITRAX), NCRs related to delivery/suppliers (JDE), and Corrective and Preventive Actions (JDE) resulting from audits, supplier issues, customer concerns, and service delivery.
- Support and create root cause analysis of incidents that require corrective action.
- Ensure that service quality alerts detailing identified issues, associated risks, and recommended corrective actions are created.
- Assist other departments within the organization with customer concerns and feedback, meeting deadlines and delivering results while ensuring efficient and prompt resolution of customer issues.
- Facilitate team efforts to establish and monitor customer-supplier relations. Assist in maintaining quality metrics for suppliers, conduct audits, and request waivers
- Ensure that the department's service delivery complies with customer requirements, government legislation, and internal company rules and procedures.
- Manage the internal and external Quality Audits required for your assigned facilities.
- Lead regular internal audit processes according to the established annual plan.
- Lead facility quality meetings reporting the Quality Metrics and Objectives & Targets, ensuring planning and actions are created.
- Follow up on Management of Change for quality aspects and maintain Quality Risk Assessments
- Providing training and guidance to the team on quality standards and best practices.
- Execute tasks in compliance with company procedures, processes, HSEQ standards, and best practices.
- Carry out other duties as and when business requirements dictate as may be reasonably expected by the line manager.
- Work independently or in a team and support other team members in Service Quality related issues
- Good collaborative skills and high professional motivation
- Ability to work in a structured and independent manner.
- Adept at exercising good judgment, even when faced with incomplete information and tight deadlines
- Able to allocate time effectively to complete tasks.
- Able to define, work within and improve business processes while exercising good judgment based on immediate and future business needs.
- A candid team player who collaborates with peers to solve problems
- Imbued with a strong sense of customer focus (internal/external)
- Team player with good communication skills
- Bachelor's degree in engineering or
- Master's degree in engineering, risk management, applied data science or similar
- Certification as a ISO9001 Lead Auditor.
- Previous experience in similar job role
- Experience working with oil & gas quality management systems, such as API Q1 and Q2
- Experience with internal and external audit processes
- Experience with non-conformance management
- Experience in Risk Management
- Computer literacy, including good knowledge of Microsoft application
- Good communication skills
- Knowledge of ISO9000, ISO9001, ISO9004, ISO19011 and/or other QA standards.
- Training on ISO9000, ISO9001,
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