Specialist - Quality Coordinator

Founded in 1976, Riverside Opticalab Ltd is a world leading manufacturer and supplier of optical solutions. Our mission is to improve sight and empower our customers with the best optical solutions powered by our expertise and efficiency, driven by simplicity and flexibility. We deliver personalized services and product offerings to meet our customer’s diverse and unique needs. By joining Riverside Opticalab, you become part of a team that is committed to continuous improvement and customer’s satisfaction. We are committed to creating an exceptional workplace that values highly skilled talent in a stimulating environment.

Riverside Opticalab Ltd is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

The Quality Coordinator is responsible for providing support to the laboratory and site’s management team by identifying opportunities for achieving high levels of positive customer service, customer satisfaction and fulfillment chain quality: and by leading the quality efforts to achieve them. This includes hands-on data analysis and reporting, as well as providing direction and leadership to site managers in this regard. The Quality Coordinator will work with all levels of the management teams, stakeholders, sales representatives and customer service agents, including necessary interaction with regional sites leadership team.

MAJOR DUTIES AND RESPONSIBILITIES

• Develop and implement a Quality Management System (QMS), including providing templates and validating their format;
• Coordinate the Quality documentation process in terms of creation, control, communication, training, compliance and maintenance.
• Coordinate all aspects of quality pertaining to industrial policies of Essilor Canada relating to the regional entities;
• Liaise between territory and national departments/leadership regarding quality & continuous improvement issues and programs;
• Coordinate and follow the internal and external customer complaints;
• Centralize & standardize the regional quality information;
• Manage and consolidate the regional quality indicators linked to the National Quality KPI;
• Perform trend analysis of data and indicators of laboratory performance;
• Ensure the establishment and follow-up of performance indicators related to customer satisfaction and quality of products and services (dashboards, customer satisfaction surveys, …);
• In charge of Lab Performance reporting and analysis in terms of quality and customer satisfaction;
• Define and ensure the deployment and follow-up on quality assurance plans of action, in cooperation with all fields of trade of the group, especially within the national and regional operation teams;
• Assist in the development of improvement plans and their implementation;
• Manage and perform Lab QMS audit;
• Implementation and local follow-up locally of national and international Quality and Service Standards Referential;
• Tools dissemination and optimisation (i.e. WIP Tool, Service Level dashboard…);
• Ensure accuracy, integrity and standardization of results reporting across all the site;
• Manage the validation of all launches of new products and promotions for the Riverside Opticalab Group;
• Act as the main point of contact for the Riverside Opticalab Group for any questions or support on the quality aspects;
• Train the laboratory managers, supervisor and their employees on quality & problem-solving tools and good operating practices.

QUALIFICATIONS

• Engineering Degree or a suitable combination of education and experience;
• Minimum of 3 years’ experience in a similar position or in an industrial production environment;
• Experience with Quality Management Systems (QMS) and ISO standards;
• Strong analytical skills with a high sense of observation and attention to detail;
• Good industrial IT knowledge and in calculation technology;
• Knowledge on the use of measuring instruments for lenses (asset);
• Proficiency in Microsoft Office (mandatory);
• Excellent communication skills and ability to interact effectively at all organizational levels;
• Strong written skills for documentation and procedure writing;
• Excellent organizational skills;
• Strong team spirit;
• Bilingual (preferred)

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 ( (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.