Quality Manager

JOB SUMMARY

The Quality Manager is responsible for supporting the operational execution of the Quality Management System (QMS) framework while leading the organization’s audit process. This role ensures audit activity is structured, effective, and closely connected to both Release Operations and Service Delivery Operations. The position translates audit findings into practical, actionable insights by driving corrective action, strengthening process discipline, and building capability through targeted training, coaching, and follow-through. The Quality Manager plays a critical role in reinforcing quality standards, improving operational consistency, and embedding continuous improvement across the U.S.Customs Solutions organization.

KEY DUTIES & RESPONSIBILITIES

• Support the day-to-day operational administration and continuous improvement of the QMS framework, including procedures, controls, records, and compliance requirements.
• Lead the end-to-end audit process, including annual audit planning, audit readiness, execution support, issue tracking, and closure of findings.
• Partner closely with Release Operations and Service Delivery Operations to ensure audit requirements are clearly understood, consistently applied, and operationalized.
• Establish and reinforce a clear audit interaction model for operational teams, ensuring roles, responsibilities, and expectations are defined and consistently followed.
• Analyze audit findings, identify root causes and themes, and convert results into actionable operational insights and improvement plans.
• Drive corrective and preventive actions to closure by coordinating with operational leaders, monitoring progress, and validating sustained resolution.
• Design and deliver training, coaching, and awareness programs to strengthen operational understanding of QMS requirements, audit expectations, and quality standards.
• Coach leaders and front-line teams on process adherence, documentation quality, control effectiveness, and audit preparedness.
• Track and report on quality and audit performance metrics, recurring issues, compliance trends, and progress against action plans.
• Support management reviews by preparing summaries, insights, and recommendations related to audit outcomes, risks, and QMS effectiveness.
• Identify opportunities to simplify, standardize, and improve operational processes while maintaining alignment to quality requirements.
• Promote a culture of accountability, continuous improvement, and operational excellence across quality and service delivery functions.

KNOWLEDGE & SKILLS

To perform this job successfully, the person must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.

• Understanding of customs import process (Operations, CBP, & Standard Operating Procedures)
• Understanding of Partner Government Agencies
• Understanding of customs & logistics procedures in relation to Ocean, Air, Rail, and Truck models.
• Excellent attention to detail. 
• Understanding of customs import audit procedures.
• Ability to interface with different personnel & teams.
• Effective questioning & fact-finding skills in order to determine essential requirements & information.
• Ability to work as a team player with operations and peers to establish goals, objectives, and action plans. 
• Excellent knowledge of continuous improvement and quality management. 
• The ability to lead change and achieve goals through collaboration, service excellence, influence, and partnership. 
• Professional certification in project management, or data analytics a plus

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

COMPETENCIES