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.

Desired Candidate Profile

• 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.
• 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.
• 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.