Manager, Quality Assurance

JOB TITLE: Quality Assurance Manager

DEPARTMENT: DE - Quality Assurance

REPORT TO: Assistant Director of Quality Assurance or Senior Manager of Quality Assurance

Location: Morrow, GA (Must reside within the Atlanta/Morrow, GA region; 3 days in-office, 2 days remote. Schedule subject to business needs.)

REVISION DATE: 04/25/2024

SUMMARY:

Supervises the Quality Assurance Technicians in scheduling, organizing and completing investigations into the nature of product concerns related to Returned Goods. Ensure investigations are completed in a timely manner as well as the reporting of results back to the Claims Department. Maintain quality assurance procedures, practices and standard evaluation methods that will ensure product quality and integrity.

DUTIES AND RESPONSIBILITIES:

• Review the RGAs that need to be investigated (QA Queue in SalesForce) and assign priorities for the investigations to be completed and complete product returns for the root cause of poor function or failure.
• Analyze and review the field service data and report on the results of products, equipment and service problems.
• Collaborate with Quality, After Sales Service, Technical Services, Sales, and Marketing personnel and provide technical information for recommending changes or revisions to products, manuals, or service as determined during product inspections.
• Help to develop recommendations to address the reasons behind the returned product (product design related, installation related or manufacturing error related), conduct root cause analyses, and implement corrective and /or preventive actions.
• Provide technical assistance to other departments, suppliers, and customers as needed.
• Investigate the reasons for product failures and issue summary reports.
• Develop, recommend and update quality procedures.
• Conducts statistical studies, analysis of data, and issues reports as needed.
• Directs investigation of customer complaints and establishes liability of TOTO regarding claims.
• Perform quality audits as needed, to include Process Audits, ISO Internal Audits and Preliminary Inspections
• Provide direction & coordination of 3rd party ISO inspections & audits.
• Write-up and Submit Supplier Corrective Actions to issuing to the Suppliers and may assist Quality Assurance Technicians in writing Supplier Corrective Actions.
• Follow up with supplier to have them implement corrective actions and communicate responses to SCARs
• Ensures that all documentation and procedures are maintained in regards to ISO policies relating to Environment Management System and Quality Management System.
• Develop, recommend and update quality procedures.
• Performs other duties as assigned

SUPERVISORY RESPONSIBILITIES:

• This job has supervisory responsibilities.
• Directly supervises 3 employees within the quality department(s).
• Indirectly supervises 5 +/-employees within the quality department(s).
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

QUALIFICATIONS:

• Degree in Quality Assurance, Engineering or Technical Field or a related field plus (3) years of applicable quality management or quality engineering.
• Experience with quality management systems (QMS) and regulatory compliance standards, such as ISO 9001, FDA regulations, or equivalent.
• 2 to 5 Years of scheduling and conducting Internal Auditing experience related to the ISO 9001, ISO 14001 or equivalent standard.
• Excellent interpersonal, verbal and written skills
• Ability to positively influence people.
• Must be detail oriented.
• Strong ability to multi-task and maintain confidentiality.

Regardless of Position/Title, all employees are expected to provide the highest level of customer service and kindness for the TOTO organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.