Senior Continuous Improvement QMS Manager in Marlborough, MA at Quest Diagnostics

Date Posted: 6/6/2022

Job Snapshot

Job Description

Job Summary

This position will lead a variety of continuous improvement and process improvement projects and teams to apply Quest Management System (QMS) principles and tools to ensure Quest Diagnostics is efficient and effective in the delivery of its services, solutions, and processes while improving customer and employee satisfaction. This position will also be responsible for coaching others to learn and apply QMS principles and tools to their daily work.

The Quest Management System (QMS) is Quest Diagnostics’ approach to using a set of proven tools and methodologies to drive successful execution of, and results from, key initiatives and day-to-day work. It is the structured way we manage, lead, and solve problems. It is built on 7 practices:

  • Management approach & governance

  • Breakthrough management and Hoshin planning

  • Customer insights and solutions development

  • Process management

  • Continuous improvement

  • Project management

  • Change management

Quest Diagnostics follows a 10-step approach to continuous improvement that is also consistent with the world reknown Project Management Institute (PMI)’s 5 phases of projects: Initiate – Plan – Execute – Monitor – Close.

Job Responsibilities:

  • Leads projects and working teams to effectively initiate, plan, execute, monitor, and close projects

  • Leads projects

  • Leads projects through issues, roadblocks, and problems

  • Acts as a change agent to drive teams toward success

  • Guides team members to perform through issues and constraints

  • Owns projects

  • Owns the timeline, budget, resource constraints, and deliverables / results

  • Shifts between the "big picture" and the small-but-crucial details

  • Is prepared to roll up their sleeves and work through detailed issues

  • Manages projects

  • Ensures all appropriate tools are completed and used effectively (e.g., charter, gantt chart, status updates)

  • Communicates

  • Actively communicates with project sponsors and stakeholders

  • Establishes regular points of communication

  • Manages sponsor and stakeholders expectations

  • Delivers the expected results

  • Applies continuous improvement tools and techniques, as well as other QMS principles and tools, toward a variety of medium-sized projects

  • Leads efforts to implement Process Control and Management (process definition, documentation, ownership, metrics, and montoring systems)

  • Facilitates workshops and targeted improvement events to help teams quickly achieve strategic objectives

  • Works with local team members to identify and prioritize continuous improvement opportunities

  • Works with functional and site leaders as a “thought leader” to create future state improvement roadmaps with clear executable plans that are in line with the business strategies improvement needs

  • Works with local team members to instill effective daily work management behaviors, such as daily metric review

  • Contributes toward building a grass-roots culture of continuous improvement

  • Coaches other employees on the use of various tools, concepts and practices foundational to QMS in order for Quest Diagnostics employees to build self-sufficiency, sustainability and scalability

Qualifications/ Job Requirements

  • Demonstrated understanding and experience in continuous improvement, process management, or system thinking (4 to 6 years)

  • Demonstrated experience in core continuous improvement tools

  • Demonstrated experience using structured problem-solving skills: uses a systematic, disciplined and data-driven approach that identifies the root causes of various issues and designs solutions to resolve them

  • Demonstrated data analysis skills

  • Demonstrated experience leading projects from initiation to completion

  • Demonstrated experience facilitating discussions or workshops

  • Demonstrated ability to develop strong relationships with others

  • Demonstrated experience leading changes

  • Demonstrated ability to influence business leaders

  • Demonstrated experience with process management

  • Basic knowledge of VOC tools & some DFSS tools

  • General knowledge of Hoshin and breakthrough planning

  • Comfortable with statistical analysis

  • Effective written and verbal communication skills across multiple formats:  formal presentations, meetings, conference calls, e-mails, and memos 

  • Ability to handle multiple projects simultaneously

  • Comfortable with Microsoft PowerPoint and Project

  • Skilled in Microsoft Word

  • Advanced in Microsoft Excel

Additional Duties:

  • Participation in Communities of Practice

  • Leading of QMS training classes

  • Documentation of business processes

  • Completion of required continued learning


  • Bachelors degree required

  • Formal training in continuous improvement methodologies,  (e.g., Six Sigma, Total Quality Management, Lean, Theory of Constraints), certified Black Belt  desired

  • Provided Training and Certifications (to be completed within 6 months of entering into the role)

  • QMS Core Practitioner Training (internally provided)

  • Customer Insights training

  • Process Management training

  • Continuous Improvement

  • Project Management training

  • Change Management training

  • Other (e.g., Influencing without Authority, Vertical and Horizontal Logic, Writing Business Cases)

  • QMS Continuous Improvement Certification (internally administered)

Skills and Behaviors Critical for Success in the Role:

  • Problem solving skills

  • Verbal communication skills

  • Written communication skills

  • Interpersonal skills

  • Decision making skills

  • Planning and organization skills

  • Negotiation skills

  • Results-oriented

  • Creative

  • Persistent

  • Composed

  • Able to learn new concepts rapidly

  • Able to work independently with little supervision

  • Other

  • 0-25% travel expected (expectations shown are targeted ranges; actual travel required will vary by project and can exceed or go below targeted amounts)

  • Some evening work hours may be required, depending on project needs