Service Quality Manager

DUTIES & RESPONSIBILITIES:

Quality Management System

* 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.

Incident Management

* 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.

QMS Implementation

* 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

General

* 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.

SKILLS & EXPERIENCE REQUIRED

Operating

* 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.

Personal and Interpersonal

* 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

Quality Essential

Desirable

Qualifications:

* Bachelor's degree in engineering or

Associated topics or equivalent experience in a quality management role.

* Master's degree in engineering, risk management, applied data science or similar

* Certification as a ISO
9001 Lead Auditor.

Experience:

* 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

Skills, training, or special knowledge

* Computer literacy, including good knowledge of Microsoft application

* Good communication skills

* Knowledge of ISO
9000, ISO
9001, ISO
9004, ISO
19011 and/or other QA standards.

* Training on ISO
9000, ISO
9001,

ISO
9004, ISO
19011 and/or other QA

standards