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Director, Quality Analysis & Assurance
Gannett
Des Moines, IA, United States
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Gannett Co., Inc. (NYSE: GCI) is an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched local-to-national reach, Gannett touches the lives of more than 110 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include USA TODAY NETWORK with the iconic USA TODAY and more than 100 local media brands, digital marketing services companies ReachLocal and SweetIQ, and U.K. media company Newsquest.
Senior Director, Quality Assurance & Analysis
The Senior Director of Quality Assurance and Analysis will be responsible for overseeing a cross functional team of quality assurance and business analysts to support the post sales organization for Gannett. In this role you will develop and execute a comprehensive strategy that will ensure all job functions are performing as intended, build reporting to support the post sales organization, and provide insights into changes that can further optimize the employee and customer experience at Gannett.
This position reports into the Vice President of Service Operations & Innovation.
Responsibilities:
• Develops, implements, and manages the post sale organization’s quality improvement plan as part of the overall strategic vision for the division.
• Collaborates and coordinates with senior leadership to achieve quality outcomes at all stages of the customer lifecycle.
• Acts as a change agent for best practice by managing information and reporting key insights to the senior leadership team.
• Develop, implement, and manage systems, policies, and procedures for the identification, collection, and analysis of performance measurement data.
• Provide approval systems for current processes, pilots, and organizational rollouts.
• Document, store, and update (as needed) all process maps.
• Build out set of executive level reporting for daily, monthly, quarterly, and yearly reviews.
• Build out manager and employee level reporting to measure employee effectiveness.
• Build out suite of ad-hoc reporting that can be used to improve employee performance and client experience.
• Coordinate efforts globally with onshore and offshore teams.
Key Skills
• Ability to network with key leadership to lead through change.
• Demonstrates proficiency in developing process maps and identifying key areas of those processes to measure.
• Demonstrates proficiency in developing plans that enable the measurement of quality using people and systems.
◦ Demonstrates proficiency and mastery of key technologies and systems used in client services.
◦ Proficiency in written and verbal communication.
◦ Highly organized and demonstrates ability to follow through on what is agreed upon.
◦ Ability to analyze large sets of data and develop executive level summaries and recommendations.
◦ Ability to rollout reporting dashboards to front line managers and executive team members.
Key Competencies
• Comfort Around Higher Management
1. Can present to more senior managers without undue tension and nervousness.
2. Can craft approaches likely to be seen as appropriate and positive.
3. Can determine the best way to get things done, by talking the appropriate language and responding to their audience’s unique needs.
4. Excellent communication and persuasion skills- able to convincingly sell ideas and plans to internal constituencies, executives, prospects, sales team and analysts.
Decision Quality
Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment .
Sought out by others for advice and solutions.
Directing Others
1. Maintains two-way dialogue with others on work and results.
2. Is a clear communicator.
3. Lays out work in a well-planned and organized manner.
4. Is able to develop employees that do not directly report to them.
Organizational Agility
1. Knowledgeable about how USA Today Network products and services work.
2. Understands the origin and reasoning behind sales and service approach.
3. Understands the unique cultures of various organizations.
Operational discipline
1. Understands what systems and people are needed to measure quality
2. Understands what systems and tools are needed to keep up to date, organized, process maps
3. Understands what systems and tools are needed to provide clear employee performance reporting.
Qualifications
• 10+ years of experience with a proven track record in designing, deploying and managing quality assurance and analysis initiatives.
• Project & process management experience.
• Requires strong oral and written skills with a customer service focus.
• Previous background communicating, setting, and managing expectations with internal stakeholders and external client stakeholders.
• Must have experience in leading teams that review employee work and large sets of data.
• Experience with business analysts who are pulling data from different data warehouses from different tools.
• Experience with SQL.
• Strong analytic and quantitative skills.
• Ability to perform analysis on channel performance from large data sets to develop and measure programs.
• Ability to prioritize and handle multiple tasks while ensuring details aren’t missed.
• Ability to manage team members both on shore, and off shore.
Primary Location
Dallas, TX
Travel Required
Up to 15%