QUALITY & IMPROVEMENT MANAGER

Position Summary:

The Quality and Improvement Manager will play a critical role in ensuring the continuous improvement of production and customer service processes by investigating quality issues and providing detailed analysis. This position is responsible for documenting incidents, communicating effectively with all involved departments, and conducting thorough root cause analyses to identify and rectify production and customer service mishaps. The ideal candidate must be resilient and able to navigate sometimes challenging interactions as they work to uphold the organization's quality standards.

Key Responsibilities:

• Investigate customer-reported issues by coordinating with internal departments (Production,
  
  
  

Quality Control, and Customer Service).

• Follow up with customers to communicate findings, corrective actions, and resolution status.
• Collaborate with the production and quality teams to identify trends and implement process
  
  
  

improvements to prevent reoccurrence.

• Support the development and maintenance of quality standards and inspection criteria.
• Prepare and present quality performance reports for internal teams.
• Maintain accurate records in accordance with company and regulatory requirements.
  
  
  

Qualifications:

• 2 years of experience in customer service, quality assurance, or manufacturing environment.
• Strong problem-solving skills with experience in root cause analysis and corrective action processes.
• Excellent communication skills—both written and verbal—with the ability to communicate technical
  
  
  

information clearly.

• Detail-oriented with strong organizational skills.
• Key Competencies:
• Customer-focused mindset with a commitment to quality.
• Strong interpersonal skills and the ability to build positive relationships with customers and internal teams.
• Ability to remain calm and professional under pressure.
• Analytical thinking and data-driven decision-making.