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INTRODUCTION

The Quality Manager is primarily responsible for ensuring compliance with company quality policies and overseeing standard operating procedures, inspections, audit compliance, quality testing, product verification, and data reporting. This role also supports customer satisfaction and product safety by coordinating activities related to customer complaints and corrective actions. In addition, the Quality Manager oversees the day-to-day management of all quality-related functions, including the Quality Control department.

ROLE AND RESPONSIBILITIES

Specific Responsibilities and Essential Functions:

• Communicates with customers, sales, service, and production departments related to complaint activities
• Maintains the master log of complaints
• Coordinates claims through the proper approval process
• Evaluates customer returns, verifying defects and quantities
• Communicates and evaluates internal complaints
• Adheres to all plant rules, policies, and procedures
• Communicating quality issues with inter/intra-departmental staff and management; providing general analysis support to all departments, as needed
• Acting as back-up to QC Technicians as needed
• Maintains the BRCGS certified quality system
• Coordinates internal audit activities as well as corrective and preventative actions
• Recruits / Trains / Certifies internal auditors
• Focuses internal audits towards continuous improvement (CI) in plant processes
• Provides feedback of audit findings to support the implementation of corrective actions
• Reports results of system in management reviews
• Maintains controlled document system
• Weekly reporting to Plant and Senior Management on the status of customer complaints
• Monthly reporting on process KPI’s including Internal Audit’s focus and follow-up feedback
• Maintains an awareness of external product and process technology, including those of competitors, through external networks (i.e., academia, suppliers, customers, research institutes, etc.), literature study, technical meetings, and conferences
• Travels to customer sites to resolve quality issues as needed
• Performs all other duties as assigned

BASIC QUALIFICATIONS

Competencies and Qualifications:

• Adaptability: Responds effectively to change, shifting priorities, and evolving business and customer needs. Anticipates challenges and adjusts strategies to deliver timely, informed, and solution-oriented responses. Confronts obstacles with courage and resilience, learns from setbacks, and remains forward-focused in dynamic environments, aligning decisions with organizational values and expectations.
• Collaboration: Works effectively across teams, departments, and stakeholders to achieve shared goals and deliver value to internal and external customers. Builds respectful, professional relationships grounded in trust. Integrates diverse perspectives, addresses conflict constructively, and fosters an inclusive team environment. Shares knowledge, supports others' development, and contributes to sustained organizational growth.
• Engagement: Connects daily work to the company's broader vision and long-term success. Maintains a customer-first mindset, anticipating and addressing internal and external customer needs with professionalism and care. Contributes innovative ideas, embraces feedback, and seeks opportunities for continuous improvement. Approaches responsibilities with energy, purpose, and a commitment to sustainable value creation.
• Integrity: Communicates clearly, respectfully, and transparently in both verbal and written interactions. Actively listens, asks clarifying questions, and engages in constructive dialogue – even in difficult conversations – to build trust. Demonstrates respect for diverse perspectives and cultures. Upholds company policies and ethical standards, and maintains a strong safety-first mindset, leading by example to ensure a compliant and secure work environment.
• Ownership: Demonstrates independent judgment and personal accountability in delivering high-quality results. Takes ownership of decisions, deadlines, and outcomes with minimal oversight. Prioritizes effectively, manages time and resources responsibly, and ensures work is accurate, thorough, and aligned with company standards. Proactively communicates progress, challenges, and availability. Maintains reliable attendance and fulfills responsibilities consistently and professionally, with a commitment to excellence.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business administration, Operations Management, Engineering, or a related field preferred
• 5–7+ years of experience in manufacturing quality, operations, or continuous improvement
• Previous leadership or supervisory experience preferred, with the ability to guide teams and influence cross-functional groups
• Strong proficiency in Microsoft Office, particularly Excel (data analysis, reporting, pivot tables) and Word
• Demonstrated ability to analyze data, identify trends, and drive quality and performance improvements
• Experience with quality systems, audits, and compliance standards (BRCGS or similar preferred)
• Familiarity with ERP systems and reporting tools (e.g., AX, SQL)
• Strong leadership, organizational, problem-solving, and cross-functional communication skills

PHYSICAL DEMANDS

• Ability to stand for extended periods
• Able to move and lift to 50 lbs.
• Able to reach and bend

TRAVEL REQUIRED

• Up to 25%