Quality Assurance Manager Customer Service Jobs (NOW HIRING)

Quality Assurance Manager - Renewal Logistics

Position Summary

The Quality Assurance (QA) Manager is responsible for leading and optimizing all quality control, compliance, and accuracy initiatives across Renewal Logistics' warehouse and fulfillment operations. This role ensures inventory integrity, order accuracy, retailer compliance, and adherence to client-specific SOPs while driving continuous process improvement to minimize errors, chargebacks, and operational risk.

The QA Manager partners cross-functionally with Operations, Customer Experience, Inventory Control, and Executive Leadership to build scalable quality systems that support growth, protect client relationships, and improve profitability.

Core Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned customers
• Conduct weekly/biweekly status calls
• Manage customer expectations and communication cadence
• Escalate issues appropriately to Operations or Leadership
• Maintain strong professional relationships with client stakeholders

Order & Operational Oversight

• Monitor daily order flow and fulfillment performance
• Track SLAs (on-time shipping, order accuracy, inventory accuracy)
• Coordinate with warehouse leadership on:
  • Inbound scheduling
  • Special projects
  • VAS (kitting, labeling, retailer compliance)
• Ensure client SOPs are documented and followed

Quality Systems & Compliance Leadership

• Design, implement, and continuously improve warehouse quality control programs.
• Establish standardized QA audit protocols across receiving, putaway, picking, packing, shipping, returns, and value-added services (VAS).
• Ensure full compliance with:
  • Client-specific SOPs
  • Retailer routing guides
  • Carrier compliance standards
  • ASN and EDI requirements
  • Labeling and packaging specifications
• Develop pre-ship audit checkpoints for high-risk or high-volume accounts.
• Lead internal investigations related to claims, compliance violations, or service failures.

Inventory Accuracy & Control

• Oversee cycle count programs and annual physical inventory processes.
• Set inventory accuracy targets and accountability metrics.
• Investigate discrepancies (mis-locations, damages, shrinkage, WMS errors).
• Partner with Inventory Control to identify systemic root causes.
• Implement preventative controls to reduce recurring inventory variances.
• Track and report:
  • Shrinkage percentage
  • Adjustment trends
  • Location accuracy performance

Order Accuracy & Fulfillment Oversight

• Monitor and audit:
  • Mis-shipments
  • Short shipments
  • Incorrect SKU picks
  • Incorrect labeling or routing
• Conduct structured root cause analysis (RCA) for recurring fulfillment errors.
• Implement corrective action plans with measurable outcomes.
• Ensure compliance for:
  • Retail routing guides
  • ASN timing accuracy
  • EDI transmissions
  • Vendor compliance requirements
  • Kitting & special packaging
• Reduce fulfillment-related chargebacks and claim exposure.

Data, Reporting & KPI Management

• Own and report key performance indicators including:
  • Order Accuracy Rate
  • Inventory Accuracy Rate
  • Returns Discrepancy Rate
  • Retailer Compliance Score
  • Chargebacks (by client and root cause)
  • Cost of Quality (rework, damages, penalties)
• Provide weekly and monthly executive reporting.
• Build trend analysis dashboards to identify risk before service failures occur.
• Partner with Finance to quantify impact of quality failures on EBITA.

Continuous Improvement & Process Optimization

• Identify operational inefficiencies and risk points within workflow.
• Implement scalable quality checkpoints in high-risk process areas.
• Maintain and update warehouse SOP library.
• Lead cross-functional quality improvement projects.
• Support WMS optimization and system enhancements related to accuracy and compliance.
• Drive Lean / continuous improvement mindset throughout operations.

Training & Culture Development

• Develop structured QA training programs for:
  • New hires
  • Cross-training initiatives
  • Refresher training tied to performance trends
• Coach supervisors on accountability for quality performance.
• Promote a culture of ownership, accuracy, and client protection.
• Support leadership in performance management when quality standards are not met.

Qualifications

• 5+ years experience in 3PL, warehouse, or distribution center operations
• 2+ years in quality assurance, compliance, or inventory control leadership
• Strong understanding of:
  • Retail routing guides
  • ASN & EDI processes
  • WMS systems
  • Cycle count best practices
• Data-driven mindset with strong analytical skills
• Experience reducing chargebacks and fulfillment errors
• Excellent cross-functional communication skills