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

EOE Policy Statement:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Estimated Salary : $95,000 - $125,000


Experience Level: 5-10 Years

Requisition ID: 2054