Quality Manager

Role Overview

The Quality Assurance Manager is responsible for defining and leading the organization’s customer experience quality strategy, and complaint resolution. This role establishes and maintains an effective Quality Management System (QMS), ensures compliance with regulatory and customer requirements, and drives continuous improvement across manufacturing operations. The position serves as the primary link between customers and operations, ensuring that quality issues are resolved systematically and prevented from recurring.

Key Responsibilities:
•    Establish and lead the Quality Management System (QMS), including policies, procedures, and governance with regards to customer complaints
•    Own and continuously improve the customer complaint management process from intake through resolution and prevention
•    Design and implement structured root cause and corrective action (RCCA/CAPA) processes
•    Serve as the primary quality interface with customers for escalated and high-impact issues
•    Develop and track key quality and complaint metrics (cycle time, recurrence, severity, customer impact)
•    Ensure compliance with ISO standards, regulatory requirements, and customer specifications
•    Translate customer complaints into systemic operational improvements and defect reduction initiatives
•    Partner with quality management, operations, engineering, and supply chain to drive quality improvements
•    Build and lead a team responsible for complaint resolution (3+ individuals), including prioritization and capability development
•    Provide strategic guidance to leadership on quality risks, trends, and improvement opportunities
•    Promote a culture of quality, accountability, partnership and continuous improvement across the organization

Qualifications:
•    Bachelor's degree in engineering, Business, or related field
•    5+ years of experience in quality, manufacturing, or related leadership role
•    Demonstrated experience building or managing quality systems and complaint processes
•    Strong knowledge of ISO standards and regulatory compliance
•    Experience with root cause analysis and statistical methods
•    Proven leadership, decision-making, and problem-solving skills
•    Strong communication skills with customer-facing experience
•    Certification in Quality (ISO, Six Sigma, ASQ)
•    Experience with Lean manufacturing and continuous improvement methodologies
•    Experience managing customer complaint or quality escalation processes
•    Familiarity with manufacturing environments and production systems
•    Advanced proficiency in data analysis and reporting tools

Core Competencies:
•    Customer Focus and Advocacy
•    Leadership and Team Development
•    Analytical Thinking and Problem Solving
•    Continuous Improvement Mindset
•    Cross-Functional Collaboration
•    Strategic Thinking and Execution