Service Quality Manager

Job DescriptionDUTIES & RESPONSIBILITIES:Quality Management SystemCreate, 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.Incident ManagementReport, 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.QMS ImplementationFacilitate 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 GeneralProviding 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.Skills & Experience RequiredOperatingWork independently or in a team and support other team members in Service Quality related issuesGood collaborative skills and high professional motivationAbility to work in a structured and independent manner.Adept at exercising good judgment, even when faced with incomplete information and tight deadlinesAble 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.Personal and InterpersonalA candid team player who collaborates with peers to solve problemsImbued with a strong sense of customer focus (internal/external)Team player with good communication skills Quality Essential DesirableQualificationsBachelor’s degree in engineering orAssociated topics or equivalent experience in a quality management role.Master’s degree in engineering, risk management, applied data science or similarCertification as a ISO9001 Lead Auditor.ExperiencePrevious experience in similar job role Experience working with oil & gas quality management systems, such as API Q1 and Q2Experience with internal and external audit processesExperience with non-conformance managementExperience in Risk ManagementSkills, Training, Or Special KnowledgeComputer literacy, including good knowledge of Microsoft applicationGood communication skillsKnowledge of ISO9000, ISO9001, ISO9004, ISO19011 and/or other QA standards.Training on ISO9000, ISO9001,ISO9004, ISO19011 and/or other QAstandards