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Quality Manager, Aviation & Maritime Services

Date: Jan 21, 2023

Location: Phoenix, AZ, US

Company: International SOS

Overall, Purpose of The Job


As a practicing quality professional, provide strong leadership, sound knowledgebase, and experience in the delivery of service excellence across the Aviation & Maritime domain.  Leading a team of quality professionals (direct and indirect reports), this role supports the business to achieve outstanding levels of customer satisfaction by advising on appropriate quality tools and techniques, monitoring delivery process performance, and identifying areas for correction and improvement.  The Quality Manager collaborates with and positively supports the service delivery leads to implement actions to achieve quality and service excellence targets (KPIs) and is the liaison with customer and stakeholder representatives on all relevant quality matters.  The Quality Manager works with the quality team to undertake the independent process and system audits and provides monthly quality status reporting to the Group Quality function using the organization’s standard templates.

The purpose of the role is to:


  • As the Quality Management Representative of the organization, be responsible to ensure a global quality program for all A&M products and services whether internally or externally provided.
  • Ensure External (ISO) Standards and Group Standards (including company policies and procedures) are effectively implemented and maintained across all MedAire business units, this includes managing internal and external audits
  • Ensure quality assurance and improvement efforts across all MedAire business units, business lines, and satellite locations by undertaking independent internal process and system audits (including but not limited to case audits, call reviews, and live chat audits)
  • Manage customer feedback within all AVMAR operations platforms, equipment suppliers, and education customers ensuring a cross-functional approach to complaint review and timely response to the customer/client including ‘hands-on’ active contribution to the RCA assessment, response to the client and implementation of mitigations
  • Contribute to the development of, and effectively implement agreed action plans arising from the Aviation and Maritime Voice of the Member program
  • Design and implement quality improvement initiatives through appropriate teams and stakeholders
  • Assist in the development of assurance or improvement tools or techniques that meet internal and external standards of our business
  • Drive a culture, of evaluation, learning, and improvement through gathering insight, evaluating results, and implementing change
  • Champion and embed a culture of assurance and consistency and continuous improvement of outputs to requirements through performance measurement

Required Skills and Knowledge


  • Experience managing and leading a team in a complex, multi-site, or matrix environment
  • Business acumen with at least 5-10 years in service industries, ideally business-to-business
  • Hands-on with a strong sense of urgency, and willingness to “roll sleeves up.”
  • Quality/business process improvement; knowledge and experience of specific assurance and improvement tools and techniques relevant to the product/service delivery, and how to deploy these tools and techniques successfully.
  • Demonstrated business and technical writing skills.
  • Demonstrated group presentation skills.
  • Statistical and analysis skills.
  • Document and change control skills.
  • Demonstrated ability to handle multiple tasks and apply sound judgment during demanding situations.
  • Demonstrated ability to build strong customer relationships and deliver customer-centric solutions
  • Ability to communicate verbally and in writing with clarity, brevity, and accuracy
  • Experience in delivering services in a contact center environment is desirable
  • Successful track record of leading change and projects within a matrix organization - maneuvering comfortably through complex policy, process, and people-related organizational dynamics. Effectively building formal and informal relationship networks inside and outside of the organization. Creating new and better ways for the organization to be successful. Handling conflict situations effectively with a minimum of noise.
  • Knowledge of NPS methodology advantageous.
  • Geographical awareness and cultural sensitivity - take a broad view when approaching issues, using a global lens
    Proven proficiency in the following Microsoft Office products:  Word, Excel, Outlook, and PowerPoint. Literacy with Visio, MS Project is desirable.

Required Work Experience


  •  2-5 years ISO experience, ISO Auditor experience a plus
  • Establishment of ISO processes and requirements
  • 2-5 years Project and /or Change Management experience
  • Developer of high level and detailed process flows
  • 5-10 years Manager and coach of large teams, ideally in a service and business-to-business industry
  • 2-5 years of Call Center Management

Required Qualifications


  • Bachelor’s Degree or equivalent work experience
  • Master’s Degree preferred
  • Project Management Certification
  • Internal or Lead Auditor certification 
  • Clinical experience e.g., nursing, occupational health, or paramedical expertise would be advantageous 


Required Languages


  • Excellent written and spoken English 
  • Spanish and Portuguese advantageous


Travel/Rotation Requirements


  • Be able to rotate from the Global Response Center in Phoenix to the MedLink Call Center at Banner Medical Center, as needed or required as part of onboarding/training
  • Flexible Work Schedule - operation is open around the clock 365 days a year in a call center environment.
  • Domestic and International travel may be required.

Nearest Major Market: Phoenix