Summary
Overview
Work History
Skills
Franklin Covey
Timeline
Generic

Pamela Croff

Buckeye,AZ

Summary

Quality Assurance Manager with expertise in root cause analysis and process improvement. Led initiatives that significantly enhanced product quality and customer satisfaction. Demonstrated ability to analyze data and mentor teams, resulting in improved operational efficiency and regulatory compliance.

Overview

27
27
years of professional experience

Work History

Quality Assurance Manager & Scheduling Manager

Shasta Industries
Phoenix, AZ
05.1998 - Current
  • Plans, organizes, and manages the activities of staff involved in the daily operations of customer service, quality assurance, and scheduling.
  • Manages staff, programs, functions, and customer services for the Quality Assurance & Scheduling Department, which includes prioritizing and assigning work, ensuring staff are trained, ensuring that employees follow policies and procedures, maintaining a safe working environment, and making recommendations.
  • Documented all findings from investigations into non-conformances in order to track progress towards resolution.
  • Coordinated with other departments such as engineering, manufacturing, sales. in order to resolve any issues related to product quality.
  • Monitored production activities for conformance to established quality requirements.
  • Trained personnel on the use of new technologies or techniques designed to improve product reliability or safety standards.
  • Performed root cause analysis on non-conforming materials or products in order to determine appropriate corrective actions.
  • Participated in meetings with customers regarding product specifications or other quality-related topics.
  • Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
  • Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
  • Reviewed customer complaints and identified trends in order to develop corrective action plans.
  • Evaluated supplier performance against pre-defined criteria and negotiated contract terms accordingly.
  • Established key performance indicators for evaluating the effectiveness of the company's quality management system.
  • Collaborated with cross-functional teams to develop strategies for improving product quality.
  • Analyzed data from quality control testing to identify areas of improvement.
  • Developed and implemented quality assurance policies and procedures.
  • Maintained records of all test results and monitored trends over time in order to detect potential problems early on.
  • Provided guidance on process improvements and best practices in order to maintain high levels of product quality.
  • Created reports detailing results from inspections, tests, investigations that were used by senior management for decision-making purposes.
  • Reviewed current standards and policies.
  • Established procedures and quality standards.
  • Completed various financial and quality audits for different departments.
  • Led sustainability initiatives within the quality department, focusing on waste reduction and improving environmental impact.
  • Oversaw supplier quality assurance programs, including audits and performance evaluations, to ensure adherence to company standards.
  • Supervised and guided inspectors, technicians, and other staff.
  • Monitored product trends and suggested changes.
  • Kept records of quality reports and statistical reviews.
  • Fostered a culture of quality across the organization by promoting awareness and understanding of quality standards and their importance.
  • Troubleshot product issues and fixed problems.
  • Updated and maintained documentation related to quality assurance processes, procedures, and reports to ensure regulatory compliance.
  • Established quality metrics and benchmarks to measure performance and guide strategic decision-making.
  • Coordinated with production and development teams to integrate quality assurance measures into all phases of product lifecycle.
  • Trained and mentored project leaders to drive culture change toward total quality mindset across production continuum.
  • Represented the quality assurance department in cross-departmental meetings, contributing to strategic planning and operational efficiency.
  • Trained and mentored quality assurance staff, enhancing their skills and knowledge in quality standards and best practices.
  • Identified needed resources and aligned with project milestones, deliverables, and prioritization for viable production planning.
  • Fielded customer complaints and rectified service issues.
  • Managed customer complaints and non-conformance issues, ensuring swift resolutions and maintaining high levels of customer satisfaction.
  • Analyzed current staffing levels, production demands, and customer needs to develop staffing plans.
  • Assisted with the recruitment process by conducting interviews and making hiring decisions.
  • Tracked employee overtime hours and adjusted schedules accordingly.
  • Resolved conflicts between employees' requests for time off or shift changes.
  • Determined appropriate wage rates based on job duties, experience level.
  • Created and distributed employee work schedules in accordance with labor laws.
  • Collaborated with other departments to coordinate special events or projects.
  • Evaluated current scheduling processes for opportunities for improvement.
  • Investigated discrepancies in timekeeping reports submitted by employees.
  • Conducted regular performance reviews of scheduling staff members.
  • Developed and maintained scheduling systems to ensure efficient workflow.
  • Responded promptly to customer inquiries about schedule changes or availability.
  • Maintained accurate records of daily attendance data for payroll processing purposes.
  • Monitored employee absences and tardiness to ensure adequate coverage for shifts.
  • Worked with suppliers to maintain steady flow of materials and tools required for operation to meet established schedules.
  • Collaborated with outside vendors and served as central point of contact.
  • Checked accuracy and integrity of system information and located missing details.
  • Utilized MS Office and Excel to analyze data and create spreadsheets.
  • Sent out frequent telephone or email reminders of scheduled meetings to participants.
  • Developed effective scheduling processes to achieve production objectives.
  • Provided reminder calls to clients prior to scheduled visits.
  • Developed a backup plan for critical positions to ensure uninterrupted service.
  • Tracked and reported on scheduling errors or issues, implementing corrective actions as needed.
  • Led weekly scheduling meetings to address concerns, distribute assignments, and gather feedback.
  • Created and enforced scheduling policies and procedures to standardize operations.
  • Managed room and resource bookings for internal and external meetings and events.
  • Analyzed scheduling trends to recommend process improvements, resulting in an increase in efficiency.
  • Followed prescribed list of questions and provided appropriate responses to get and give information during scheduling calls.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
  • Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
  • Responded to emergency scheduling changes promptly, minimizing disruptions to operations.
  • Pitched in to help with office tasks during busy periods and staff absences.
  • Organized and maintained documents, files and records.

Skills

  • Quality assurance
  • Root cause analysis
  • Process improvement
  • Regulatory compliance
  • Data analysis
  • Internal audits
  • Assessing and prioritizing multiple tasks, projects and demands
  • Use of various computer software programs related to general business processes
  • Customer service practices
  • Sound business practices related to scheduling, collecting payments and procurement
  • Project management principles and techniques
  • Management research and evaluation techniques, methods, and procedures
  • Provide a service-oriented demeanor toward internal and external customers
  • Develop, evaluate, recommend, and implement processes and procedures
  • Adapt to rapidly changing environments
  • Recognize problems, identify alternative solutions, and make appropriate recommendations
  • Present clear and concise information both orally and in writing, at all levels
  • Provide leadership and mentoring
  • Analyze processes and make recommendations for improvement
  • Exercise independent judgment, discretion, and initiative in carrying out the daily operations and developing new programs
  • Conduct research, analyze and interpret data and prepare concise, well-conceived oral and written reports
  • Establish and maintain effective working relationships with all employees, external contacts, and the general public
  • Research problems or complaints and initiate problem resolution
  • Exercise considerable initiative and independence in managing assigned areas of responsibility

Franklin Covey

  • Successfully completed: The 7 Habits of Highly Effective People, The 6 Practices for Leading a Team, Leading at the Speed of Trust, The 4 Disciplines of Execution, The 4 Essential Roles of Leadership

Timeline

Quality Assurance Manager & Scheduling Manager

Shasta Industries
05.1998 - Current

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Pamela Croff