Quality Manager

Role Purpose The Quality Manager owns product and process quality across the full production chain, from rough stone intake to finished, certified goods. The role builds quality into every process step rather than relying on final inspection, leads to the ISO 9001 Quality Management System, and drives measurable reduction of defects, rework, scrap and customer complaints through Six Sigma and data-driven problem solving. Key Responsibilities Quality Management System (ISO 9001) • Establish, maintain and continuously improve the ISO 9001 Quality Management System, including the quality manual, policies, procedures and work instructions. • Plan and lead internal audits, management reviews and external certification and surveillance audits; close all non-conformities on time. • Maintain document control, records management and traceability of every stone from rough block to finished piece. Built-in Quality and Process Control • Apply built-in quality principles so defects are prevented at source: error-proofing (poka-yoke), standard work, first-piece approval and stop-and-fix rules at each station. • Develop and own process control plans and PFMEA for all key processes: rough stone sorting, sawing, slab cutting, shaping, carving, drilling, polishing, waxing/finishing and packing. • Identify critical-to-quality characteristics (dimensions, surface finish, polish lustre, symmetry, crack-free structure) and set control limits for each. • Define incoming, in-process and final inspection procedures, sampling plans (AQL) and acceptance criteria. Quality Standards and Grading • Identify, document and implement product quality standards and grading criteria covering colour, translucency, texture, clarity, inclusions, fractures and workmanship. • Establish reference sample sets and master standards to keep visual grading consistent across inspectors and shifts. • Ensure measuring and testing equipment is calibrated and run Measurement System Analysis (Gauge R&R, attribute agreement analysis for visual grading). Statistical Process Control and Analytics • Implement statistical process control (SPC) on critical processes using control charts, capability studies (Cp, Cpk) and trend analysis. • Use quality tools including scatter diagrams, histograms, heatmaps, Pareto charts, check sheets and control charts to find patterns in defects and yield loss. • Monitor yield from rough stone to finished goods and quantify losses from breakage, cracks and rework. Root Cause Analysis and Problem Solving • Lead structured root cause analysis using 8D, 5 Whys, Ishikawa (fishbone) diagrams and fault tree analysis. • Manage the corrective and preventive action (CAPA) system and verify the effectiveness of every action. • Handle customer complaints and returns, lead investigations and communicate findings and corrective actions to customers. Six Sigma and Continuous Improvement • Lead Six Sigma projects to reduce variation, scrap, rework and cost of poor quality. • Coach and mentor teams; build a pipeline of improvement projects aligned with business targets. • Promote Lean and Kaizen practices together with production, engineering and maintenance. Leadership and Team Management • Lead, develop and evaluate the quality team; set objectives, allocate resources and plan succession. • Build a quality culture across the plant through training on standards, inspection methods and problem-solving tools. • Act as the main quality contact for senior management, customers, auditors and certification bodies. Reporting • Prepare clear daily, weekly and monthly quality reports and dashboards covering KPIs, trends, cost of poor quality and status of improvement actions. • Present quality performance and recommendations to senior management and support decisions with data. Experience • Minimum 15 years of experience in quality functions within manufacturing. • Minimum 5 years in a Quality Manager role with full departmental responsibility. • Proven record of implementing and maintaining an ISO 9001 certified QMS and leading certification audits. • Experience in gemstone, natural stone, jewellery, ceramics or similar high-value material processing is a strong advantage. • Education and Certifications • Bachelor’s degree in engineering (Industrial, Mechanical, Manufacturing, Materials) or a relevant technical field; master’s degree is a plus. • Six Sigma Black Belt certification with practical, documented project results (required). • ISO 9001 Lead Auditor or Internal Auditor certification (preferred). Technical Knowledge • Deep knowledge of process quality, inspection procedures, sampling plans and acceptance criteria. • Strong command of built-in quality principles, error-proofing and standard work. • Thorough understanding of ISO 9001 quality management principles and requirements. • Expertise in root cause analysis and problem solving (8D, 5 Whys, Ishikawa, FMEA). • Hands-on application of SPC, process control plans, capability analysis and MSA. • Practical application of Six Sigma and Lean tools. • Ability to identify, define and implement quality standards for natural materials with inherent variation. • Working knowledge of quality tools: scatter diagrams, histograms, heatmaps, Pareto charts, control charts and check sheets. • Proficiency in advanced Excel and ERP systems; Power BI or similar is a plus.