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Quality Assurance Manager, Customization

Quince is hiring a Quality Assurance Manager, Customization to serve as our on-the-ground quality champion at our third-party decorator facility in Santa Fe Springs, CA. This is a fully on-site role, Monday through Friday during regular business hours, embedded directly within our 3P decorator's operations. The role may involve transportation to our Los Angeles Warehouse and other decorators in the area as needed to address quality issues.

You will be the eyes and ears of Quince at the facility - inspecting inbound inventory, auditing production quality, raising issues in real time, and building the processes that drive us to our targets of 99% On-Time Delivery and 99% Quality Acceptance. You will serve as the critical link between the physical production floor and our remote team of project managers, providing clear, timely updates and escalating risks before they become problems. Your inputs will help shape our Production Management Software.

Responsibilities

• Own quality outcomes at the 3P decorator facility, holding performance to 99% on-time delivery and 99% quality acceptance rate targets across all production runs.
• Monitor the inspection of inbound inventory received at the facility, verifying quantities, condition, and specifications against purchase orders and production requirements, drive timely inventory replacements to minimize production delays. Identify root cause issues stemming from the warehouse, and work cross-functionally to implement SOPs at the warehouse level to resolve issues. 
• Conduct production quality checks throughout the decoration process (e.g., embroidery, screen-printing, heat transfer, embossing), identifying defects, inconsistencies, or deviations from brand standards. 
• Raise issues quickly and clearly, documenting defects, inventory discrepancies, and production delays with supporting evidence (photos, data, root cause notes) and driving swift resolution with the decorator. Push the third party to implement changes rapidly. 
• Provide structured and ad hoc updates to the remote project manager team, communicating production status, quality metrics, open issues, and risk flags in a clear, actionable format. Work with the Program Manager to incorporate project updates into the Production Management System. 
• Build and implement QA processes and SOPs from the ground up - from incoming goods inspection to final outbound audits - to create a repeatable, scalable quality system.
• Track and analyze quality and delivery KPIs, identifying trends, recurring issues, and opportunities for improvement, and presenting findings to internal stakeholders.
• Influence and partner with the 3P decorator to drive adoption of Quince quality standards, SOPs, and process improvements - building trust and buy-in at the facility level to implement changes that stick.
• Identify root causes of quality failures, inventory discrepancies, and delivery misses, and work cross-functionally with internal project managers, sourcing, and the decorator to resolve them and prevent recurrence.
• Support onboarding of new product lines or decoration techniques by developing quality checkpoints and training criteria specific to each program.
• Maintain accurate records of quality references, inspections, defect rates, corrective actions, and inventory discrepancies in Quince's tracking systems.
• Conduct weekly operations check-ins with decorators to review performance, open issues, corrective actions, and upcoming production requirements.

Qualifications

Required:

• 5+ years of experience in warehouse operations, quality assurance, quality control, or production operations, preferably within apparel, accessories, textiles or decorated goods.
• Proven ability to identify, escalate, and resolve production and inventory quality issues in a fast-moving environment.
• Strong process-building mindset - experience creating SOPs, inspection criteria, and quality frameworks from scratch.
• Excellent communicator, able to translate on-the-ground observations into clear, concise written updates for a remote team.
• Detail-oriented and data-driven, with experience tracking KPIs and using metrics to drive decisions and accountability.
• Comfortable working independently on-site with minimal direct supervision while staying tightly aligned with a distributed team.
• Proficiency with production tracking tools, WMS/OMS systems, or similar platforms; strong skills in Excel/Google Sheets for reporting.
• Flexible and solutions-oriented, with the ability to adapt quickly to shifting priorities, rush orders, and unexpected issues.
• Nice to have: Hands-on knowledge of decoration techniques (embroidery, screen-printing, heat transfer, embossing) and the quality standards associated with each.

PHYSICAL REQUIREMENTS:

• This is a fully on-site role, located at our third-party decorator facility in Santa Fe Springs, CA. You will be present at the facility during regular business hours. This is not a remote or hybrid position.
• Lifting up to 50 pounds.
• Standing and walking throughout the entirety of your shift.
• Ability to go up and down stairs, use of ladders throughout the day as needed.
• Bending, twisting, or kneeling may be required throughout the day for lifting or maneuvering objects.
• May be asked to work outside or travel to shoots off-site as needed.