Recruiter

JOBG8

Location

London

Job term

Permanent

Job hours

Full time

Thales' are looking for a Head of Customer Quality to join their Transportation Systems Domain (DTS), working across various projects throughout the UK to improve customer satisfaction.

Transport networks around the world rely on technology and systems expertise from Thales for safety, reliability and optimised capacity. Our main markets in the UK are urban rail, mainline rail and roads, where our solutions include signalling (train control, axle counters, interlockings, train protection and warning systems, services), supervision and control, integrated communications, security and information management.

Primary Purpose of the Role:

* Customer facing quality lead responsible for DTS Project Quality activity to programmes and customers.

* Manage DTS wide quality investigations - root cause analysis rather than project silo approach.

* Line Manager for customer facing project Quality Managers

* Develop competence of DTS Project Quality expertise

* Deputise for DTS Head of Quality

* Define DTS standard Quality Management approach (in line with Chorus 2)

* Support Quality input on Critical project bid submissions

* Carry out Project Quality activity where there are any gaps/contingency.

Key Accountabilities/Responsibilities/Tasks:

* Support Project Quality Managers with gap analysis work/project quality improvement plans for projects with quality concerns/gaps.

* Develop common quality metrics across all projects so that trends, improvements etc can be seen across all projects.

* Common governance on site audits and NCR process across all projects incl. costs of poor quality - attending contract reviews.

* Define quality supplier Mgt approach

* Define benchmarks of what good quality management looks like on project

* Build relationship with business stakeholders communicating impact when quality are engaged - create the pull.

* Work closely with BPMO on lessons learnt, contract review controls etc.

* Support root cause analysis investigations & set up investigations on re-occurring issues.

* Develop std root cause analysis approach & building that competence across DTS not just quality team

* Management of pooled site engineering resource

* Support customer escalations, alerts & veto's

* Support any gaps in resource on Project quality needs.

Key performance Indicators against the Accountabilities/Responsibilities/Tasks:

* Customer Satisfaction

* Cost of Poor Quality

* Product/Service performance

Key Skills/Experience:

Essential

* Senior Customer facing experience on quality activities

* Line Management experience

Desirable

* Signalling & telecoms knowledge

Qualifications:

Essential

* Degree or equivalent Quality Management qualification

* Lead auditor ISO 9001:2000

Desirable

* HSE Qualifications

Please note this position involves extensive travel to various sites throughout the UK.

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