Quality Assurance Manager

Job Purpose

The QA Manager is responsible for developing, maintaining, and continuously improving the company's quality standards across all outlets. This role ensures operational excellence, service consistency, and product quality through effective SOP implementation, training, audits, compliance monitoring, and innovation. The QA Manager also consolidates and validates outlet performance assessments, providing accurate reports and strategic recommendations to the Director for decision-making, including service charge evaluation.

Key Responsibilites

• Develop and implement the company's overall Quality Assurance strategy, standards, and quality improvement initiatives.
• Review, verify, and consolidate audit findings and outlet assessment results before submitting comprehensive reports to the Director as the basis for performance evaluation and service charge determination.
• Evaluate critical audit findings and make appropriate decisions or recommendations to ensure timely corrective actions.
• Drive continuous improvement by identifying opportunities to enhance SOPs, operational workflows, service standards, and product quality beyond maintaining existing practices.
• Lead the company's quality monitoring function by establishing KPIs, tracking quality performance, and initiating continuous improvement programs across departments.
• Collaborate closely with the Operations Manager to ensure operational compliance and consistent execution of company standards across all outlets.
• Oversee the development, implementation, and continuous review of Standard Operating Procedures (SOPs).
• Ensure the effectiveness of training programs to improve employee competency and operational consistency.
• Supervise internal quality audits, compliance programs, and corrective action follow-ups.
• Lead and develop the SOP & Training, Audit & Compliance, and Research & Development (R&D) teams to achieve departmental objectives.
• Analyze quality trends, customer feedback, audit data, and operational performance to recommend strategic improvements.
• Prepare periodic quality performance reports and present key findings, risks, and recommendations to the Director and senior management.
• Foster a culture of quality, accountability, continuous learning, and operational excellence throughout the organization.

Qualifications

• Bachelor's degree in Food Technology, Hospitality Management, Business Administration, Industrial Engineering, Quality Management, or a related field.
• Minimum 5–8 years of experience in Quality Assurance, Quality Control, Operations Excellence, or Operational Audit within the F&B, restaurant, hospitality, or retail industry.
• At least 3 years of managerial experience leading cross-functional quality or operational excellence teams.
• Strong knowledge of Quality Management Systems (QMS), SOP development, operational auditing, food safety standards, and continuous improvement methodologies.
• Solid understanding of restaurant operations, service excellence, and customer experience management.
• Proven experience in developing quality standards, conducting audits, analyzing operational performance, and implementing corrective actions.
• Demonstrated ability to lead multiple functions, including SOP & Training, Audit & Compliance, and R&D teams.
• Strong analytical, problem-solving, and decision-making skills with the ability to manage critical issues effectively.
• Excellent leadership, communication, coaching, and stakeholder management skills.
• Proficient in Microsoft Office (Excel, PowerPoint, Word) and data analysis/reporting.
• Willing to travel frequently to outlets for audits, inspections, and quality improvement initiatives.