Quality Manager

THE POSITION
The Quality Manager is responsible for developing, implementing, and continuously improving the organization's quality management systems across our digital production set-up. This role ensures alignment with Wholesale on quality expectationsstandards from clients via agreed SLAs and implement quality management procedures and processes in all production lines to ensure that the delivered product meets the agreed SLA. New standards or shortcomings will be addressed in close coordination with each production line as well as the Production Excellence Department and other related departments.
RESPONSIBILITIES
1. Lead departmental strategic planning and management
• Develop and communicate quality strategies, goals and objectives and performance indicators in line with the vision of the company (Project X).
• Develop annual action plans and budgets that align with the company's overall strategy and quality strategy.
• Manage budget and operations of Quality Management Department.
• Drive the execution and monitoring of quality management activities to ensure goals and KPIs are achieved. Proactively collaborate with Operations Management and other stakeholders to resolve obstacles that block the delivery of the strategy.
• Conduct periodical evaluation and reporting on performance of Quality Management Department.
2. Manage and Maintain Quality and Quality Management Systems
• Collaborate with Wholesale in defined SLAs, ensuring workflows, samples, guidelines, updates, training materials for live production to ensure quality meet agreed SLAs.
• Take responsibility for the quality of production delivered by both internal and external resources and vendors.
• Establish and maintain a practical Quality Management System (QMS) aligned with international standards (e.g., ISO 9001). Define quality objectives, policies, and procedures that reflect both customer expectations and organizational goals.
• Implement QMS across all production lines ensuring that quality processes are integrated into daily operations, supported by training, documentation, and system tools.
• Monitor the effectiveness of the QMS through audits, performance metrics, and feedback mechanisms. Analyze quality data, client complaints, staff performance to identify trends, non-conformities, and areas for improvement.
• Drive quality continuous improvement, in collaboration with the Production Excellence Department, based on quality control feedback, internal and external audit findings and customer feedback. Supervise the implementation of new ideas, optimizations, new technology, and new software into production.
• Lead the weekly Kaizen and quality meetings with different stakeholders to address quality issues.
• Lead corrective and preventive actions to enhance quality and business sustainability.
3. Maintain Customer Relations (customer complaints, onboard new customers/products)
• Collaborate closely with the Operations Management and Product & Innovation Department in handling customer dialogue including supporting and advising new and current products relating to quality issues.
• Coordinate with internal stakeholders to investigate and solve customer complaints, ensuring root causes are addressed and systemic preventive actions are implemented.
• Lead the testing and onboarding of new customers and products in operations.
• Represent the Quality Management Department in customer meetings when required, providing insights and solutions to enhance customer satisfaction and trust.
4. Manage Quality Management team members (Managing People)
• Design and maintain the organizational structure of the Quality Management Department, clearly defining roles, responsibilities, and reporting lines.
• Collaborate with HR and Talent Acquisition Team to manage all people-related activities, including recruitment, onboarding, training, performance evaluation, compensation and benefits, talent development, and employee relations.
• Provide ongoing coaching, mentoring, and on-the-job training to build a high-performing, engaged, and qualityfocused team.
• Foster a positive, inclusive, and collaborative work environment that supports continuous learning and professional growth.