Senior Manager – Quality & Customer Insights
Job Description & How to Apply Below
Job descriptions
Senior Manager – Quality & Customer Insights
Department: GRCSReports to:
AVP – Quality & Customer Insights
The Quality & Customer Insights Department is the corporate custodian of EKFC’s Quality Management System (QMS), ensuring compliance with internationally recognised standards and driving continual improvement across all business units.
This role supports the AVP in executing EKFC’s Quality and Customer Insights strategy by managing QMS execution, ensuring audit and feedback systems are effectively implemented, and driving quality consistency and compliance across the organisation.
Key Responsibilities- Engage business units on quality initiatives, lead improvement projects, and support SLA compliance
- Coordinate execution of the internal audit programme across business units, ensuring consistency and alignment with internal and external audit expectations
- Lead and coordinate QMS external audits across EKFC units (including AACD, Linencraft, and Commercial), ensuring readiness, effective evidence collation, timely response to findings, and closure of actions in line with ISO 9001 standards
- Oversee QA inspection and verification programmes across business units and monitor performance trends to drive system-wide improvements
- Consolidate quality KPIs and dashboards, delivering actionable performance insights to support business improvement
- Oversee analysis and consolidation of customer feedback (complaints, compliments, surveys) and coordinate response actions with business units
- Lead quality culture initiatives, internal campaigns, and continuous improvement programmes
- Manage team resourcing requirements and support OPEX/CAPEX planning related to quality systems
- Ensure document governance, consistency, and timely review of QMS documentation via the QMS portal
- Bachelor’s degree in Quality Management or a related discipline
- ISO 9001 Lead Auditor certification (mandatory)
- 8+ years’ experience in a quality-focused role within a large ISO-regulated environment, including management experience
- Strong leadership, audit management, analytical, and stakeholder engagement skills
Position Requirements
10+ Years
work experience
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