About the role
Job Description
The Quality Manager is responsible for leading the quality assurance function and driving continuous improvement across all operational processes. This role champions a data-driven culture, leveraging analytics to identify trends, root causes, and opportunities for process optimization. The Quality Manager collaborates with cross-functional teams to implement best practices, ensure compliance with internal and external standards, and deliver superior customer experiences.
Key Responsibilities
* Quality Leadership: * Develop, implement, and maintain quality management systems, policies, and procedures aligned with organizational goals and regulatory requirements. * Lead and mentor a team of Quality Analysts and other quality professionals, fostering a culture of continuous improvement and accountability. * Process Improvement: * Identify, prioritize, and lead process improvement initiatives using methodologies such as Six Sigma, Lean, or similar frameworks. * Collaborate with operations, customer service, and other departments to streamline workflows, eliminate inefficiencies, and enhance service delivery. * Monitor and evaluate the effectiveness of implemented improvements, adjusting strategies as needed. * Data Analysis & Reporting: * Define and track key performance indicators (KPIs) for quality and process efficiency. * Analyze quality data, audit findings, and operational metrics to uncover trends, anomalies, and root causes of defects. * Prepare and present actionable insights and recommendations to senior management, supporting data-driven decision-making. * Business Insights * Reviews and is aware of market trends into client objectives and effects it has both on customer base and site performance outputs. * Provides recommendations back to business back to business stakeholders on findings, potential implications, and recommended way forward that help sustain and enable our client business and relations as a partner of choice. * Automation and Solutions * Familiar with automated solutions and latest AI Automation tools or platforms. * Support or lead automation and digital projects that enable or enhance reporting, monitoring and reporting efficiencies, and drive proactive risk awareness and management. * Risk Management: * Proactively identify potential risks to quality and operational performance. * Develop and implement mitigation strategies to address identified risks and ensure business continuity. * Stakeholder Engagement: * Serve as a liaison between business units, leadership, and external partners to ensure alignment on quality objectives.
Qualifications
Required Qualifications & Experience
* Experience: Minimum 5-7 years of experience in quality assurance, process improvement, or a related discipline, with at least 3-5 years in a leadership or managerial role. * Mandatory Background: At least 3 years of direct experience in customer service, consumer support with applied skills delivery a white-glove servicing experience within an environment that requires high level of documentation accuracy. * Proven expertise in process improvement methodologies (e.g., Six Sigma, Lean) and quality management systems (e.g., ISO 9001). * Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI, statistical software). * Excellent communication, leadership, and interpersonal skills. * Experience managing audits, compliance, and corrective action plans.
Preferred Skills
* Certification in quality management (e.g., Certified Quality Manager, Six Sigma Black Belt). * Experience supporting and managing Consumer Packaged Goods (CPG) type work and servicing. * Work experience across multiple markets and regions within a highly regulated industry where policy compliance and documentation accuracy are critical. * Experience with automation and/or AI platform solutions. * Familiarity with CRM, case tracking, and reporting dashboards. * Ability to drive change and influence stakeholders at all levels.
Additional Information
All your information will be kept confidential according to EEO guidelines.