Quality Assurance Lead

This role will lead quality control activities, investigate operational defects, identify process gaps, implement corrective actions, and develop quality improvement initiatives that reduce errors, improve customer satisfaction, and increase operational efficiency. The Quality Assurance Lead will serve as the primary owner of quality performance within the CFS operation, partnering closely with Operations, Engineering, Inventory, Logistics, and Customer Success teams to establish a culture of quality and continuous improvement.

Description:
Requisition Title
CFS - Quality Assurance Lead
Project Description
Position Summary
The Quality Assurance Lead is responsible for driving quality excellence across all CFS operations by ensuring customer orders are executed accurately, consistently, and in compliance with *** standards and customer requirements.
This role will lead quality control activities, investigate operational defects, identify process gaps, implement corrective actions, and develop quality improvement initiatives that reduce errors, improve customer satisfaction, and increase operational efficiency.
The Quality Assurance Lead will serve as the primary owner of quality performance within the CFS operation, partnering closely with Operations, Engineering, Inventory, Logistics, and Customer Success teams to establish a culture of quality and continuous improvement.
Key Responsibilities
Quality Management
Own quality performance across all CFS operational processes including:
Device provisioning
Imaging
Asset tagging
Laser etching
Packaging
Shipping
Returns processing
Inventory transactions
Develop and maintain quality standards, procedures, and inspection criteria.
Establish and monitor quality KPIs and reporting mechanisms.
Conduct routine quality audits across all operational areas.
Defect Prevention & Root Cause Analysis
Investigate customer complaints, production errors, and operational defects.
Lead Root Cause Analysis (RCA) efforts using structured problem-solving methodologies.
Develop and implement corrective and preventive action plans (CAPA).
Track recurring issues and identify systemic process weaknesses.
Ensure corrective actions are completed and verified for effectiveness.
Quality Inspection & Compliance
Implement quality checkpoints throughout operational workflows.
Perform audits on customer orders before shipment.
Monitor compliance with customer-specific requirements and *** operational standards.
Ensure proper documentation and traceability for quality-related activities.
Support internal and external customer audits.
Training & Process Improvement
Identify skill gaps contributing to operational errors.
Develop quality-focused training programs and certification processes.
Partner with operations leadership to improve SOPs and work instructions.
Drive standardization of processes across shifts and locations.
Promote best practices and continuous improvement initiatives.
Data Analysis & Reporting
Analyze quality trends and operational performance data.
Develop dashboards and reports highlighting:
Error rates
Customer defects
Rework volumes
Inventory accuracy
SLA impact
Cost of poor quality
Present quality findings and improvement plans to leadership.
Cross-Functional Leadership
Act as the primary quality representative within the operation.
Partner with Operations Managers, Engineers, Inventory Teams, and Customer Success organizations to improve performance.
Escalate systemic issues impacting customer experience.
Drive accountability for quality performance across all functions.
Qualifications
Required
Experience in Quality Assurance, Operations, Manufacturing, Supply Chain, Logistics, or Configuration Services.
Experience conducting audits and process evaluations.
Strong analytical and problem-solving skills.
Experience leading Root Cause Analysis and corrective action initiatives.
Strong communication and leadership abilities.
Advanced Microsoft Excel and reporting skills.
Preferred
Experience within IT hardware configuration, fulfillment, logistics, or DaaS operations.
Knowledge of Lean Manufacturing, Six Sigma, or Continuous Improvement methodologies.
Experience working with quality management systems and audit programs.
Experience leading cross-functional quality initiatives.
Key Performance Indicators (KPIs)
First Pass Yield (FPY)
Defect Rate Reduction
Customer Escalation Reduction
Customer Complaint Resolution Time
Rework Reduction
Inventory Accuracy
SLA Compliance
Audit Compliance Scores
Quality Training Completion Rates
Cost of Poor Quality (COPQ)
Leadership Expectations
The Quality Assurance Lead is expected to create a culture where quality is built into every step of the operation rather than inspected at the end. This individual will proactively identify risks, drive process improvements, and partner with operational teams to eliminate recurring defects before they impact customers.
The role serves as the operational quality authority for CFS and is accountable for improving customer satisfaction, reducing operational errors, and strengthening overall execution across the business.
Supplier Comments