Quality Improvement Specialist

The role of a Quality Assurance Manager is to establish, implement and maintain quality management systems that meet internal standards and regulatory requirements.

This position drives continuous improvement initiatives, monitors quality metrics, and leads cross-functional efforts to enhance operational efficiency, compliance and customer satisfaction.

The incumbent serves as a key liaison between operations, compliance and leadership teams to foster a culture of quality and excellence across the organization.

• Ensure implementation, maintenance and continuous improvement of the Quality Management System (QMS) in line with ISO standards and internal SOPs.
• Conduct regular internal audits across warehouses and regional offices, ensuring timely closure of non-conformities and readiness for client and third-party audits.
• Take ownership of quality-related customer complaints, conducting root cause analysis, initiating corrective and preventive actions (CAPA), and ensuring closure within defined timelines.
• Drive process excellence initiatives using tools like Lean, Six Sigma or Kaizen, monitoring operational KPIs and implementing measures to reduce defects, damages or delays.
• Conduct periodic training sessions for operations and warehouse teams on quality SOPs, standards and audit preparedness, building a culture of quality ownership at all levels.
• Conduct vendor audits, define SLAs, and monitor performance through quality KPIs, collaborating with procurement and ops teams to ensure partner compliance.

Quality Reporting & Dashboards: Maintain detailed MIS on quality metrics such as defect rate, audit scores, TAT on complaints, and CAPA status. Publish dashboards for senior leadership reviews.

Technical Competencies:

• Internal/External ISO:9001 certified
• Knowledge of ISO standards (e.g., ISO 9001, ISO 14001, ISO 45001)
• Quality Management System (QMS) implementation and compliance
• Internal and external audit planning and execution
• Root Cause Analysis (RCA) and Corrective/Preventive Action (CAPA)
• Familiarity with Lean, Six Sigma, 5S, and Kaizen principles
• Process mapping and continuous improvement initiatives
• Customer complaint handling and resolution
• Quality metrics tracking and dashboard reporting
• Strong documentation and SOP preparation skills
• Vendor quality evaluation and audit
• Compliance with safety, health, and environmental (HSE) norms
• Training and awareness on quality processes
• Operational understanding of logistics, warehouse, and supply chain processes

Data Analysis & Reporting: Analyze and report quality data through Excel, ERP or QMS tools.

Behavioral Competencies:

• Attention to Detail – Ensures accuracy and thoroughness in all quality checks and reports.
• Analytical Thinking – Identifies patterns, trends, and root causes in quality issues.
• Problem Solving – Proactively addresses and resolves quality-related challenges.
• Collaboration – Works effectively with cross-functional teams including operations, procurement, and compliance.
• Decision Making – Makes sound judgments based on data and quality standards.
• Accountability – Takes ownership of quality outcomes and continuous improvements.
• Adaptability – Responds positively to change and adjusts strategies as required.
• Customer Orientation – Keeps internal and external customer satisfaction central to quality goals.
• Process Discipline – Follows and enforces SOPs and audit protocols strictly.
• Communication Skills – Clearly communicates expectations, deviations, and recommendations.
• Leadership – Guides team members and stakeholders in maintaining high-quality standards.
• Time Management – Prioritizes and delivers quality checks and improvements within deadlines.
• Integrity – Demonstrates ethical behavior and transparency in reporting and audits.

Conflict Resolution – Handles disagreements professionally to maintain quality focus.