Senior Quality Manager - Consumer Produce/Packaged Goods

About the role

Sutherland is recruiting a Senior Quality Manager for its Consumer Produce/Packaged Goods vertical. The Quality Manager leads the quality assurance function and drives continuous improvement across all operational processes, championing a data-driven culture that uses analytics to find trends, root causes and optimisation opportunities. The role works with cross-functional teams to ensure compliance with internal and external standards and to deliver superior customer experiences.

Key responsibilities

• Develop, implement and maintain quality management systems, policies and procedures aligned with organisational goals and regulatory requirements.
• Lead and mentor a team of Quality Analysts and other quality professionals.
• Identify and lead process improvement initiatives using methods such as Six Sigma, Lean or similar, and work with operations and customer service to streamline workflows.
• Monitor and evaluate improvements, and define and track KPIs for quality and process efficiency.
• Analyse quality data, audit findings and operational metrics, then report actionable insights to senior management.
• Review market trends against client objectives and advise business stakeholders on implications and next steps.
• Support or lead automation and digital projects that improve reporting, monitoring and risk awareness.
• Identify risks to quality and operations and put mitigation strategies in place.
• Act as a liaison between business units, leadership and external partners on quality objectives.

Required profile

• Minimum 5-7 years in quality assurance, process improvement or a related field, including at least 3-5 years in a leadership or managerial role.
• Mandatory background of at least 3 years in customer service and consumer support, delivering white-glove service with high accuracy of documentation.
• Proven expertise in process improvement methodologies (e.g. Six Sigma, Lean) and quality management systems (e.g. ISO 9001).
• Experience managing audits, compliance and corrective action plans.
• Preferred: certification in quality management (e.g. Certified Quality Manager, Six Sigma Black Belt), CPG work experience, experience in a highly regulated industry, and experience with automation/AI platforms.

Required skills

• Data analysis tools such as Excel, Power BI and statistical software.
• Strong analytical, communication, leadership and interpersonal skills.
• Preferred: familiarity with CRM, case tracking and reporting dashboards.