Manager Quality (Frontgate)

Full Time
West Chester, OH 45069
Posted Today
Job description





Manager Quality (Frontgate) US, OH, West Chester
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    Job ID: R65941-EN Posted: September 12, 2022 Regular FullTime Frontgate
    Supply Chain, Quality & Logistics

The Manager, Quality – Frontgate is responsible for ensuring the highest customer experience by establishing, enforcing and maintaining standards and protocols for product quality, product testing, packaging and vendor compliance with our global vendor partners.

Ensure all items, both direct and indirect sourced are safe and compliant while maintaining thorough and easily accessible test records. Continually increase quality, standards, and margin. Decrease returns and destroys while maintaining business and on time shipping. Foster cross functional, vendor and agent partnership thru communication, transparency, and accuracy. Create an environment and team that others rely on to problem solve via heightened sense of urgency for quick and positive resolutions to all issues. Lead Quality team thru teaching, training, and maintaining construction standards consistent with brand value equation.

Key Accountabilities

Quality Management:

  • Supervise all needed product reviews, testing, packaging and possible repacks to meet key timelines and not disrupt customer order fulfillment.
  • Ensure all items, both direct and indirect sourced, are safe and compliant while maintaining thorough and easily accessible test records
  • Import/regulations compliance – classify items in development, maintain required item records, ensure import and US regulations followed for each item
  • Vendor chargebacks – alignment with Sr. Director for final approval
  • Partner with critical CBI, Vendor and cross functional team members for insight on packaging, transportation and quality
  • Consistent review of inline product for quality and packaging improvements. Implement Corrective Action Plans (CAPs) as needed
  • Negotiate best costing with 3rd party testing partners
  • Ensure accurate Assembly Instruction guidelines and manuals which are to be available online

Project Management & Planning

  • Identifies opportunities to improve overall product as well as team efficiency
  • Manage high functioning team with concurrent cycles in fast paced environment prioritizing competing projects and deadlines
  • Manage timelines to meet all key corporate calendar milestones
  • Analytic review of data for weekly reporting

Agent and Vendor Management

  • Train and maintain established culture and expectations with each agent/vendor to achieve Frontgate standards
  • Proficiently manage vendors and agents for continuous performance improvement
  • Communicate standards and protocols to Agents, Vendors, Sourcing and Merchant Teams and ensure factories are adhering to those practices.

Team Development

  • Build strong partnerships with internal and external teams, remove obstacles and work across teams to ensure projects and initiatives meet established deadlines
  • Develop and refine Quality team documented processes thru establishment of Standard Operating Procedures (SOPs).
  • Lead team to meet key timelines, milestones and development initiatives
  • Proven reduction on identification of issue to resolution across categories
  • Ensure team maintains proper records for Compliance (quality, construction, packaging, branding…)
  • Customer Reviews – Represent Quality and Frontgate on all group decisions on the cross functional team
  • Create and identify growth opportunities and succession planning for Quality team members
  • Mentor team members to grow in experience and within their position

Process Definition and Implementation

  • Ensure proper import compliance and documentation for importing goods and oversee execution of QA guidelines and procedures
  • Oversee implementation of Corrective Action Plans. Define AQL as well as process for remedy in cases of failure as needed.
  • Keep updated on all regulatory compliance needs and execution
  • Keep Call Center updated on product, policy, and resources needed from the Brand
  • Make sure all customer escalations and legal issues are managed properly and timely
  • Analyze all avenues of customer feedback for product and process improvement opportunities to include but not limited to returns data, NPS, BV Reviews, Customer Feedback Survey, Stores’ Feedback, and Escalations
  • Define construction standards and product testing protocols in partnership with Sr. Director
  • Define packaging standards and ensure each pass testing in partnership with Sr. Director
  • Provide stocked and dropship parts processes for quick resolutions
  • Monitor all types of compliance performance and returns to find ways to improve
  • Assist with executing special projects, strategic initiatives, and the use of 3rd parties

Product Quality Management

  • Partner with CBI & Vendors to ensure new items are profiled and packaged in the safest and most cost-efficient manner
  • Partner with Transportation/Home Delivery team on strategy, ship method options and to solicit feedback on packaging, hardware, and instructions
  • Manage the use and strategy of returns disposition codes to reduce 90 location inventory and increase the returns % to prime while reducing risk of putting flawed items back in stock

Critical Skills/Knowledge

  • Extremely organized, experience with high volume of projects and project management preferred
  • Strong attention to detail
  • Able to multitask, prioritize critical issues and work within all levels of the organization
  • Ability to function independently or in a team and show sound judgment in a fast-paced environment adapting to change with a sense of urgency
  • Enjoy working collaboratively and across many cultures
  • Outlook and Excel – proficient required
  • This position description explains the general nature and level of work expected from team members in this role, however, it is not inclusive of all duties and responsibilities.


Minimum Education: College Degree

Preferred Education:

Minimum Experience: 5 years in a Quality Assurance role.

Preferred Experience:

  • College degree required
  • 5+ yrs Compliance Management experience across all home décor categories (furniture, decorative accessories, soft goods) working with import and domestic vendor partners.
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Inspired Design for Life Well Lived

Qurate Retail Group is a family of seven leading retail brands – QVC®, HSN®, Zulily®, Ballard Designs®, Frontgate®, Garnet Hill® and Grandin Road® – all dedicated to providing a more human way to shop. We’re an inspired and diverse team that comes together to combine shopping and entertainment to curate products, experiences, conversations and communities for millions of highly discerning shoppers. It’s a fun, fast-paced world, and what really sets us apart is our culture and talent experience.

When you’re part of Qurate Retail Group, you’ll be working for one or with many of our consumer brands and joining a global team (U.S., UK, Germany, Japan, Italy, Poland & China), committed to diversity, equity and inclusion, where you can be authentic, bring fun and energy to your workday, and make an impact. Join us as we embrace the future, drive progress, and work together to enrich life’s everyday moments – it’s our path forward!

For Qurate Retail Group, our focus on diversity, equity and inclusion is deeply rooted in Our Principles. They call on us to Drive Progress, Act With Empathy, Be Brave, Embrace the Future, and Do What’s Right so that everyone can thrive. We are committed to ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, Qurate Retail Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at [email protected] for assistance.

Accessibility Assistance Opens in a new window | Privacy Statement Opens in a new window Opens in a new window | Cookie Policy Opens in a new window Opens in a new window | QRG participates in the E-Verify program, learn more here. (PDF) Opens in a new window Opens in a new window © 2022 QVC, Inc., HSN, Inc. & Zulily, LLC. All Rights Reserved.

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