A quality director ensures that goods and services meet basic production standards, improves customer service, implements safety checks, oversees publicly funded schemes, and reports to the company’s president or a senior public official.
A director of quality or quality assurance is responsible for maintaining or improving the quality of goods and services produced or provided by an organization. In many cases, directors try to improve quality in order to improve a company’s position, with the result that businesses can increase their market share. In addition, many countries have laws that impose basic production standards on manufacturers, and the quality director is responsible for ensuring that these basic standards are met.
Many service providers, such as insurance companies, banks, and satellite television companies, employ a quality and task director who individualizes with improving overall customer service levels. The director must liaise with departmental managers to address customer complaints about defective products or inadequate service, but the director is primarily focused on ensuring that the company’s employees provide high levels of customer service. In some companies, the director will institute company-wide rules that require all employees to use certain phrases and handle customer issues uniformly. The director can hire an outside marketing firm to conduct customer satisfaction surveys and then use the survey data to formulate new rules and policies regarding customer service.
In some countries, airlines, rail operators and various types of manufacturers are required to carry out regular safety checks and ensure that vehicles and equipment are in good condition. The quality director must implement internal control programs such as vehicle checklists and organize training for employees so that everyone understands safety regulations. In some cases, the director may initiate consultations with regulators or government companies that specialize in new technologies, in order to find new ways to improve safety standards. Companies that deviate from safety standards are subject to fines in many countries and the director’s quality must ensure that the company maintains high standards so that no penalties are imposed.
Government agencies sometimes hire quality directors to oversee health programs, school districts, and other types of publicly funded schemes. The director needs to analyze data such as school grades or hospital safety standards to ensure the delivery of quality services. In addition to improving overall standards, the director may also need to find ways to increase efficiency and reduce costs.
The quality director may have a permanent seat on the company’s board; in this case, the director reports to the company’s president or chief executive officer (CEO). A director working for a government entity may need to report directly to a senior public official. Depending on the size of the organization, the director may preside over a workforce that includes multiple levels of managers and employees. The director typically only has responsibility for hiring and firing employees who report to the director.
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