Administrative Program Support Specialist

As a Quality Specialist, you will be responsible for managing the ACTION program (i.e., suggestion program) and the associate Recognition processes. You will promote understanding of the Company’s cultural values among associates and develop and implement initiatives to strengthen and enhance the Company culture. You will also work with Service Center Managers and RVPs of Operations to ensure that Quality is active and operating as designed within their assigned regions. To excel in this role, you must have strong written and verbal communication skills, as well as the ability to create effective departmental materials and content.

Manage the ACTION and Recognition processes, evaluate participation, and enter all Quality activity for the Support Center and assigned region(s) into system. Manage and track approved recognitions, ensuring the Company formally acknowledges associates’ contributions in an effective manner. Monitor employee engagement and recognize outstanding results. Maintain consistency in quality standards and engagement practices across locations within assigned region(s), reducing variability and improving efficiency. Distribute Quality-related correspondence to appropriate Individualized Quality (IQ) supervisor and/or service center quality specialist. Lead the Support Center’s ACTION and Recognition teams which includes organizing and leading meetings on a regular basis. Work with service center and department leadership to determine appropriate team structure for ACTION and Recognition teams. Assist with Support Center service award presentations. Assist with field Safety & Service award presentations by coordinating, ordering, and distributing awards to the appropriate locations. Coordinates with Company President regarding Safety & Service awards as needed. Communicate monthly regional participation results to the RVP and Service Center Managers. Create written materials, content, and training materials for Company leadership. Maintain organized files related to the Quality process. Actively participate in, and promote associate participation in the Quality Process. Create and implement initiatives to improve associate participation in the ACTION and Recognition processes. Facilitate the new hire Quality training process by distributing manuals and organizing training sessions. Assist in leading portions of training sessions as assigned. Train and support all new service center quality specialists, and provide ongoing support for service centers as needed. Create, maintain, and update all training materials. Assist local quality specialists in implementing engaging Quality events at their respective locations. Responsible for month-end Quality summaries. Participate in regional conference calls and attend/present for regional meetings as requested. Provide associate and leadership training and/or coaching related to the Quality process as required. Assist with miscellaneous Support Center events such as Quality Days, Associate Appreciation Week, etc. Enter vendor information and costs for budgeting, and review orders for Quality Department supplies and materials. Review all new Quality Without Question (QWQ) submissions (i.e., recognitions) and ACTIONS entered into the system each month.

To qualify for this role, candidates must have at least 18 months of administrative or customer service experience. A High School Diploma or GED is required. An Associate Degree is preferred.

Preferred candidates will have previous experience with employee engagement programs and processes, as well as experience providing training or coordinating training sessions, workshops, and other similar activities. For internal candidates, 1 to 2 years of experience in quality improvement or consistent involvement in the Quality Process is also preferred.

Work Shift

First Shift

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