Quick overview
Job description
The Quality Supervisor owns field quality across our Exclusive Brands product lines globally. This role protects customers and the business by managing quality holds, stop-ship decisions, warranty claims, returns, and non-conforming inventory, and by turning field and returns data into clear actions for Engineering, Procurement, and Operations. The Sr. Quality Supervisor partners closely with Tech Support, Warehouse, Finance, Sales, and regional leadership to resolve quality issues quickly and consistently across regions. The role also supervises quality technicians and requires strong judgment to make sound containment and disposition decisions under time pressure.
JOB DUTIES:
Own the field quality function across US, UK, and Australia, ensuring consistent processes and decisions in every region
Manage the quality hold process, including placing, tracking, and releasing product on hold through the quality hold board
Lead stop-ship decisions and execution in line with the stop-ship SOP, coordinating containment with Warehouse, Sales, and Tech Support
Oversee returns processes (RMA, DRMA, SRMA, and return-to-vendor), including review and approval of RTV requests
Partner with Engineering and Procurement to drive root cause analysis and corrective action with suppliers on field failures
Partner with Finance on warranty, returns, and non-conforming inventory costs, and with Safety/Legal on product safety issues
Prepare and present quality KPIs, DRMA trends, and goals for the monthly business review
Use analytics and dashboard tools to identify emerging field quality trends and prioritize actions
Maintain and improve quality SOPs, trackers, and documentation
Supervise, coach, and develop quality technicians across regions
YOU MUST HAVE:
5+ years Experience in quality, field quality, or returns management for hardware or electronics products
Experience managing quality holds, stop-ship, containment, and non-conforming material disposition
Experience with RMA, warranty, and return-to-vendor processes
Experience with root cause analysis and corrective action methods (e.g., 8D, 5 Whys, Fishbone)
Experience with ERP systems (SAP preferred) for inventory and returns transactions
Experience building and presenting quality KPIs and metrics to leadership
Experience supervising people or leading a team
WE VALUE:
Experience supporting multiple regions or global operations
Experience with Jira, Confluence, SharePoint, and Power BI
Experience with AI or advanced analytics tools for quality data
Experience with incoming quality inspection and supplier quality management
Experience in distribution or with connected/IoT hardware products