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About the Role

This role focuses on identifying, analyzing, and resolving operational non-conformities within customer service activities. It involves driving continuous improvement initiatives, optimizing processes and tools, and ensuring compliance through robust monitoring, reporting, and corrective action plans. The position acts as an operational referent for control, conformity, and performance.

Responsibilities

• Identify, collect, and analyze operational non-conformities from customer service activities.
• Classify errors by nature (data, process, entry, manipulation, organization).
• Conduct precise diagnostics to determine root causes using methods like 5 Whys and Ishikawa.
• Prioritize non-conformities based on criticality and impact.
• Monitor recurring errors and measure progress.
• Propose improvement actions to ensure information flow reliability.
• Participate in optimizing processes and evolving tools (e.g., Narval Co).
• Contribute to standardizing and updating instruction sheets and associated processes.
• Measure the impact of improvements (quality, deadlines, costs, customer satisfaction).
• Identify recurring pain points, time losses, and risks in work methods.
• Design and maintain quality dashboards (KPIs, non-conformity rates, recurrence, impact).
• Produce regular reports for management and teams.
• Monitor corrective action plans in collaboration with Team Leaders.
• Formalize findings, analyses, and recommendations from controls.
• Act as an operational referent for control, compliance, and performance topics.

Requirements

• Experience in quality or continuous improvement.
• Knowledge of a customer service environment (desired).

Skills

• Strong understanding of customer service processes and tools.
• Proficiency with reporting tools (Excel, dashboards).
• Ability to document, structure, and formalize processes.
• Rigor and attention to detail.
• Autonomy and sense of responsibility.
• Analytical and problem-solving skills.
• Strong interpersonal skills and clear communication.
• Stress management and ability to temporize.
• Pedagogy and service orientation.
• Proactive and solution-oriented.

Experience Level

• Experience in quality or continuous improvement

Benefits

• Challenging, supportive, and inspiring career.
• Culture driven by excellence.
• Diverse and inclusive culture.
• Encouragement of individual expression in the workplace.
• Innovative ideas generated by diversity.

About the Company

• Resmed (NYSE:RMD, ASX: RMD) creates life-changing health technologies.
• Committed to pioneering innovative technology to empower millions of people in over 140 countries to live happier, healthier lives.
• Provides AI-powered digital health solutions, cloud-connected devices, and intelligent software.
• Focuses on making home healthcare more personalized, accessible, and effective.
• Envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home.

Equal Opportunity

• Focus on creating a diverse and inclusive culture.
• Encouragement of individual expression in the workplace.
• Thrives on innovative ideas generated by diversity.