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.

• Bachelor’s degree in Quality Management, Business Management, Engineering, Science, or related fields

• Minimum 3 years of working experience at manager level in the Quality Management field

• Understanding of ISO 9001:2015 standards

• Familiarity with digital production environments is an advantage

• Good English communication skills

• Experience in developing quality management systems

• Ability to conduct quality audits

• Skilled in performing root cause analysis for quality issues

• Proficient in designing workflows and processes

• Strong data analysis skills for continuous improvement

• Proficient in MS Office; knowledge of Photoshop and Illustrator is a plus

Working time: Mon-Fri, flexible working hour

Location: Han Viet Tower, 348 Kim Nguu, Minh Khai, Hai Ba Trung, Hanoi

WHAT WE OFFER

We offer you an opportunity to continue building your career in an international and successful company with market-leading, innovative solutions. In every business unit and in every office around the world, Esoft has always been driven by a strong team spirit and an even stronger sense of pride. We strive to provide an interesting workplace, where people work and interact across cultures and time zones. We cherish creativity and innovation, and we invest in training and development of employees.

Attractive salary

• 100% SHUI in probation, premium healthcare package for individuals and family

• 12 AL/ year and 36 WFH days/year

• Daily meals provided

• Experience in increasingly challenging and engaging real-world QMS projects.

• Experience in an international company with the culture that encourages and fosters creativity, • innovation, respect and equality

• Attendance in meetings, events, networking opportunities and training courses