Director of Quality

Harte-Hanks, Inc. is a worldwide, full-service, data-based marketing agency that provides direct marketing services to a wide range of local, regional, national and international consumer and business-to-business marketers. Harte-Hanks Direct Marketing improves return on its clients’ marketing investment by increasing their prospect and customer value. Harte-Hanks specializes in developing and executing multi-channel, data-driven programs across multiple vertical markets.

Our Glen Burnie office is seeking a Quality Director to analyze, plan, develop and implement Quality Control and Quality Assurance programs that ensure the delivery of high quality products, without errors, to our customers. This person will be responsible for process improvement and/or redesign with an emphasis on defining and implementing metrics suitable for measurement and tracking.

 

Duties & Responsibilities:Develop, articulate, plan, implement and monitor QA actions that will achieve the goals of customer satisfaction through the delivery of error-free solutions and products Use industry best practices and trends to increase quality awareness, at a production level, where the deliverable is the implementation of measurable programs that lead to improved efficiencies and reduced errors Lead the Quality Council Collaborate in a team environment with multiple departments to achieve improved operating efficiencies and to ensure our customers have a satisfactory and rewarding experience Apply strong knowledge of Harte-Hanks operations, processes and products so that quality can be related in common terms to all associates Make decisions regarding the use of best practices Analyze metrics and trends Apply project management and quality assurance techniques

Requirements:Bachelor’s degree plus 3-5 years of experience in a Quality Assurance (non-IT) related position Proficiency in applying Quality programs to software and service oriented products is mandatory Proven track record of implementing quality programs that has resulted in declining errors and increased quality awareness Ability to champion new ideas and gain consensus from diverse departments Must be self-motivated and have a demonstrated ability to lead, develop, and build support within an organization Experience with a formal quality program (e.g. MBNQA, Six Sigma or COPC) Knowledge of principles and processes involved in business and organizational planning, coordination, and execution Demonstrated ability to understand and apply problem solving methods, statistical techniques, and performance metrics and translate these metrics into terms of money, time and operational efficiency Experience in developing a problem management process Demonstrated ability to translate quality theory into production level actions that are able to be tracked by metrics, result in reduced errors and improve overall service levels