Quality Assurance Manager

“Let goodness, fairness, and most importantly, love prevails in business; profits will inevitably follow.” – NK Chaudhary, founderJaipur living is a socially conscious luxury brand with a passion for people, products, and design. A differentiated challenger brand, Jaipur Living is known for its beautiful rugs and textiles. Jaipur Living products can be found in the finest homes, and the company prides itself in providing only the highest quality products, a transparent and ethical supply chain, and a distinctively thoughtful customer experience, with personalized support and custom offerings.What we do for our team members:Comprehensive Benefits: Company Paid Holidays, PTO, Parental Involvement Leave, Maternity/Paternity Leave, EAP, No Cost Employee Medical Plan, Vision, Dental, and Company Paid Life Insurance. We also include a match on retirement (401K/Roth).Career Development: We're committed to providing growth for career development within the company, supporting our team members' aspirations with a well-defined succession plan that includes a variety of training and development opportunities.Pet-Friendly Workplace: We welcome your furry friends! Our 'Bring Your Dogs to Work' policy creates a pet-friendly atmosphere, allowing our team members to enjoy the companionship of their dogs during the workday.Wellness Support: Not only do we support an active lifestyle with our on-site basketball court and yoga studio, but we host quarterly mental health events to assist in creating a well-rounded work-life harmony for our team members.Sustainability Efforts: Reuse, Renew, and Refresh by joining our Green Team! Responsible for harvesting from the organic community garden, donating goods to local pet shelters and schools, creating educational workshops, leading nature walks, and much more, they promote well-being through sustainable practices.Our Values Empowerment • Inclusiveness • Responsibility • Progressive Learn more about our company story here: https://www.jaipurliving.com/the-jaipur-living-storyThe Jaipur Rugs Foundation Since 2004, the Jaipur Rugs Foundation has worked to improve the lives of rug-weaving artisans in India. This is done through training, skills development, and social interventions. By focusing on the ideas and solutions that create social value, the Foundation supports the dignity and heritage of these traditional artisans, believing that healthy and sustainable communities are key to the survival of traditional rug weaving. Jaipur Living has made ethical and socially conscious global citizenship the foundation of its business. Through social initiatives and the Jaipur Rugs Foundation, the company supports a supplier ecosystem without a middleman of more than 40,000 artisans in 700 villages across India by providing them with a livable wage, access to health care, leadership education, and opportunities for personal growth and development. Combining time-honored techniques and of-the-moment trends, every Jaipur Living product is as ethically and responsibly made as it is beautiful.Learn more about the Jaipur Rugs Foundation here: https://www.jaipurrugs.org/OverviewThe Quality Assurance Manager leads the company’s Quality Assurance and Returns functions, ensuring all products meet defined quality standards before reaching customers. This role is responsible for developing and maintaining scalable QA/QC processes, managing vendor accountability, and driving continuous improvement across multiple departments including Product Development, Customer Success, eCommerce, and Supply Chain. The QA Manager balances day-to-day oversight with strategic initiatives, establishing vendor compliance programs, creating transparent reporting for leadership, and partnering globally with India and Turkey QC teams. This role is central to reducing product defects, improving returns handling, and safeguarding Jaipur Living’s brand reputation for quality and service.Essential Duties & Responsibilities: Leadership & StrategyBuild, lead, and mentor a team consisting of QC Technicians, Returns Technician, and QA Coordinator.Act as the single point of accountability for all QA and returns-related issues across the business.Design and implement a structured QA program that covers pre-production, inbound shipments, and post-sales returns.Develop and revamp all standard operating procedures (SOPs) for inspections, vendor communication, returns processing, and issue escalation.Partner with DC leadership and cross-functional teams on strategic goals such as reducing return rates, improving vendor compliance, and enhancing customer experience.Quality Control & InspectionsOversee new item inspections, including pre-production reviews, first shipment checks, and ongoing random sampling.Ensure inspection protocols include packaging integrity, labeling, container checks, and sample vs. production comparisons.Establish defect categorization and variance standards (e.g., acceptable levels for creasing, color variation, unraveling edges).Lead resolution of quality issues by coordinating with Product Development, Photography, Supply Chain, and Sales/eComm as needed.Implement ticketing workflows that clearly separate QC requests from pre-buy/sales support requests.Vendor Management & AccountabilityImplement vendor scorecards to measure performance on defects, on-time delivery, compliance, and communication.Create and manage a chargeback program with defined thresholds (charged, negotiated, collected) and partner with Accounting on recovery.Develop escalation protocols and corrective action plans for top offending vendors; track effectiveness over time.Maintain strong relationships with India and Turkey QC teams and third-party partners (e.g., Heja Consulting) to ensure aligned standards and transparent reporting.Returns & Customer ExperienceOversee analysis of all RMAs and returned goods to identify root causes and recurring issues.Standardize processes for issuing credits, chargebacks, and replacement orders, ensuring fairness and accuracy.Partner with Customer Success to retrain staff on identifying QC-related returns and communicating issues.Establish a feedback loop with Sales and eComm to highlight trends leading to returns, damages, or mis-ships.Implement “last step before shipping” inspections for high-risk vendors or categories.Data & ReportingDevelop weekly, monthly, and quarterly QA reporting packages, including:Vendor performance scorecards.QC bin aging and resolution timelines.Return rate trends and product category hot spots.Chargeback/credit issued vs. recovered metrics.Provide insights to cross-functional teams to inform vendor negotiations, product approvals, and corrective actions.Maintain a centralized QA Helpdesk/Ticketing System for consistent issue intake and tracking.Continuous ImprovementConduct regular audits of QA and returns processes to identify bottlenecks and implement solutions.Lead vendor training initiatives to proactively address recurring quality issues.Benchmark against industry best practices to elevate QA standards.Track and report on corrective action effectiveness, driving long-term improvement in vendor and product quality. Skills & Minimum Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Bachelor’s degree in Supply Chain, Operations, Business, or related field required; advanced degree a plus.Minimum 5–7 years in Quality Assurance, Supply Chain, or Vendor Management, with at least 2 years in a leadership role.Experience in vendor negotiations, chargebacks, and compliance programs.Strong knowledge of QC processes: pre-production, in-line, and final inspections.Proven success in building structured QA programs and cross-functional alignment.Advanced analytical and reporting skills (Excel, Power BI, or similar).Excellent communication and leadership skills; able to collaborate across cultures and time zones.Physical Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of a job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee is occasionally required to stand and walk. Able to stand for extended periods and lift up to 70 lbs.Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Must be able to take directional cues directly and indirectly.Standing is to remain on one’s feet in an upright position without moving aboutThe ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch periodEntering text or data into a computer by means of a traditional keyboardExpressing or exchanging ideas by means of the spoken work to impart oral information to clients and talent and convey detailed spoken instructions to other workers accurately and quicklyThe ability to hear, understand, and distinguish speech and/or other sounds such as in person and telephoneClarity of vision to see computer screens and workspace