Rafe Hyatt

ISO/Quality Management Systems

Rafe has spent more than 30 years of his career in quality assurance with a focus on customer satisfaction and identifying and maximizing opportunities for improvement. His quality background covers a variety of industries, from Tier III automotive logistics/transport, to manufacturing, to packaging, and customer service organizations.  As Quality Manager at Asurion, Rafe managed three Quality Supervisors leading a team of 26 Quality Assurance Analysts monitoring customer experience quality and process compliance across five call centers in North America. He designed and implemented a formal certification program for internal quality associates. Part of his responsibility included detailed analysis, guidance and support to Operations to identify and maximize opportunities for improvement. Rafe lead collaborative initiatives with sales, client contacts, operations and training management to develop effective QA support and controls for new products.

During his time at Asurian, he was responsible for leading defect reduction efforts, including process design and improvement – improving quality performance for first time pass percentage from mid-70s to upper 90s. He was also department leader for the ISO Launch Team, responsible for organizing and training personnel in implementing ISO 9001 certification.  As an auditor and trainer, Rafe recruited, trained and developed personnel responsible for approximately 2000 end-of-line inspections per month and a rigorous schedule of internal audits.  He enjoys sharing his expertise through trainings for internal auditors and quality management personnel.

Environmental and Safety Management

In addition to ISO 9001, Rafe has performed third-party management system assessments since 2015 for ISO 14001, and OHSAS 18001, which is migrating to ISO 45001. Rafe developed his expertise in Environmental Management Systems through the implementation, training and auditing of ISO 14001, and has led multiple projects to achieve safety improvements and reduced incident rates across various industries. He has completed the OSHA 30-Hour General Industry training and is a Lead Auditor for ISO 45001, Occupational Health and Safety Management Systems.