Quality Systems Manager

IGT is looking for a highly motivated Quality Systems Manager to build a world-class quality systems team and processes. In this pivotal role, you'll be responsible for overseeing our ISO 9001 QMS and 14001 EMS certifications across the EMEA, APAC, LAC, and North America regions, ensuring we meet and exceed ISO all standards and customer expectations. You'll lead a team focused on a diverse range of critical functions, from managing ISO to developing quality tools and analytics, Sales Order Auditing and overseeing the IGT’s Customer and Internal Notifications.  The ideal candidate will have a track record of significant ISO and analytic achievements, tremendous drive, and a willingness to roll up their sleeves.

Key Roles and Responsibilities

ISO 9001 and 14001 certifications across the EMEA, APAC, LAC, and North America regions:

• Manage the global strategy for the ISO 9001 and ISO 14001 management systems, ensuring alignment with corporate goals and regional business objectives.
• Stay abreast of changes in ISO standards and regulatory requirements, ensuring the company's systems are updated accordingly.
• Provide leadership and guidance to regional quality and environmental teams, fostering a culture of quality, compliance, and continuous improvement.
• Primary point of contact for external certification bodies and auditors, managing the certification and surveillance audit processes.
• Prepare the organization for external audits, serving as the lead during certification and surveillance audits.
• Facilitate management reviews, ensuring that a formal review of the management systems is conducted regularly and that objectives are being met.
• Drive a culture of continuous improvement, utilizing tools and methodologies such as Six Sigma, Lean, or other problem-solving techniques.
• Manage internal ISO auditors that ensure all necessary documentation, policies, procedures, and work instructions are in place, up-to-date, and effectively communicated across all regions. (JIRA-DC)
• Manage internal ISO auditors that plan, coordinate, and lead internal audits to assess the effectiveness and compliance of the management systems in all regions.
  
  

Customer Quality Complaints (CQC) across the EMEA, APAC, LAC, and North America regions:

• Oversee the entire CQC lifecycle, from initial logging and investigation to resolution and communication.
• Establish and maintain clear procedures for handling CQC cases efficiently and effectively.
• Manage CQC analysts who facilitate root cause analysis (RCA) for all CQC cases.
• Use problem-solving methodologies like 5 Whys or Fishbone diagrams to identify the underlying reasons for issues, rather than just treating the symptoms.
• Manages CQC analysts who work cross-functionally with engineering, production, sales, and other teams to develop and implement corrective and preventive actions.
• Track the effectiveness of these solutions to ensure they are sustainable and prevent recurrence.
• Manage and mentor CQC analysts. Provide coaching and training to develop their skills in complaint handling, problem-solving, and internal and external customer communication.
• Generate detailed reports and presentations to inform management of key issues, trends, and improvement efforts.
• Ensure all team members and stakeholders adhere strictly to the established CN and IN procedures and guidelines.

Customer Notifications / Internal Notifications:

• Oversee the end-to-end process for creating, reviewing, approving, and distributing Hardware and Software Customer Notifications (CNs) and Internal Notifications (INs).
• Conduct regular audits of the notification process to identify deviations, inefficiencies, and areas for improvement.
• Maintain and update process documentation, including standard operating procedures (SOPs) and best practices for CN and IN management.
• Lead initiatives to review and improve the CN and IN processes, seeking opportunities to enhance efficiency, reduce cycle times, and improve the quality of information.
• Benchmark current processes against industry best practices and internal performance metrics to establish a culture of continuous improvement.
• Collaborate with cross-functional teams to implement changes and new technologies that streamline the notification workflow.
• Regularly test the search function to ensure proper indexing and retrieval of notifications.
• Foster strong communication channels with all internal stakeholders to ensure alignment and awareness of notification procedures.
• Ensure all notification records meet and are managed according to the company's record retention policy and legal requirements.
• Collaborate with the IT and web development teams to resolve any issues related to the notification database or search functionality.
  
  
  

Quality Tools & Analytics across the EMEA, APAC, LAC, and North America regions:

• Provide analytics and scheduled reporting for all functions of Global Quality (Quality Engineering, Quality Systems, Quality Assurance, Nevada Repair Depot, Material Review Board).
• Develop and maintain custom applications that collect quality data and drive automation in the Software Duplication Center.
• Develop and maintain current and future JIRA applications and Tableau reporting that support Quality and Operations in all regions.
• Analyze data from internal and external ISO audits, customer feedback, and process performance to identify opportunities for improvement.
• CQC Performance Monitoring: Define and track key performance indicators (KPIs) related to customer satisfaction, such as customer complaint rate, resolution time, and customer satisfaction scores (CSAT).
• Prepare regular reports for senior leadership on performance and improvement initiatives.
• Generate regular reports on key performance indicators (KPIs) related to the CN and IN process, such as notification volume, cycle time, and audit results.
• Generate and present regular Sales Order Audit reports to senior management on order quality, team performance, and improvement initiatives.
• Analyze Sales Order Audit results to identify trends, root causes of errors, and areas for process improvement.
  
  
  

North America Sales Order Audit:

• Lead, mentor, and manage a team of Sales Order Auditors, providing guidance, training, and performance evaluations.
• Develop and maintain a high-performing team culture focused on accuracy, efficiency, and continuous improvement.
• Ensure Sales Order Auditors utilize Production Information Sheet, Machine Profile, Sales Worksheet and any relevant order correspondence that may be attached to the order when auditing a given order.
• Participate in cross-functional projects aimed at improving the order processing workflow, system enhancements, and documentation standards.
• Collaborate with the Global Order Management leadership, sales, and production teams to implement corrective actions and preventative measures.

Required Qualifications

• Bachelor’s degree in a relevant field (Engineering, Business Management, or Quality Assurance).
• 5–8 years of related experience with at least five years as a quality senior supervisor or similar role.
• Proven experience in a quality management role, with a strong background in ISO 9001 and 14001.
• Deep understanding of the sales order-to-cash lifecycle.
• Demonstrated experience managing customer complaints and implementing corrective action processes.
• Able to lead others using quality problem-solving methods (5 Whys, FMEA, A3, 8D, fishbone diagrams, Lean, Six Sigma).
• Proficiency in data analysis, reporting, and project management tools and methodologies.
• Strong analytical, problem-solving, and communication skills.
• Exceptional attention to detail and a high degree of accuracy.
• Demonstrated ability to manage multiple projects simultaneously and prioritize effectively.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Demonstrated ability to lead and influence cross-functional teams without direct authority.
• Excellent communication, interpersonal, and leadership skills with the ability to collaborate with diverse teams globally.
• Dedicated to maintaining a consistent, full-time presence in the office.
• Flexible to travel globally to represent IGT and the Quality Organization in customer meetings, collaborations, and site visits.

Required Licenses/Certifications

• Lean Six Sigma certifications (Green Belt/Black Belt/Master Black Belt)
• Applicable Quality Certifications
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE)
  • Certified Quality Engineer (CQE)
  • Certified Quality Auditor (CQA)

Preferred Qualifications

• Bachelor's degree in a relevant field (e.g., Engineering, Business Management, or Quality Assurance).
• 10+ plus years of related experience with at least five years as a quality senior supervisor or similar role.
• Certified Lead Auditor for ISO 9001 and ISO 14001.

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