Quality Assurance Supervisor

Quality Assurance SupervisorBenefits Healthcare coverage that includes medical, dental, and vision plansHealth Savings Account eligibility Short-term disability plan available after the 30-day waiting periodFree 24/7 access to TextCare for medical supportRetirement plan with employer match, available after six months for employees age 21 or olderPaid parental leavePaid time off, accrued bi-weeklyOur MissionLegacybox helps families reconnect with the most meaningful moments of their lives by digitizing and preserving recorded memories. Every tape, film reel, and photo we process represents a piece of someone's history. Ensuring those memories are accurately captured, preserved, and delivered is critical, and our Quality Assurance team plays a pivotal role in upholding that promise.About the RoleAs QA Supervisor, you will be responsible for ensuring all digitized media and customer deliverables meet defined quality standards for accuracy, completeness, and usability. This role oversees quality control workflows across physical media handling, digital processing, and final delivery.This is both a strategic and hands-on role. You will design, implement, and continuously improve QA systems, enforce quality checkpoints throughout production, and drive defect reduction through root cause analysis and process improvement. You will also work cross-functionally with Production, Engineering, Maintenance, and Customer Experience to align internal quality standards with real customer expectations.You will play a key role in building and strengthening quality systems, improving first-pass yield, and leveraging data and AI tools to improve QA efficiency and effectiveness.Key ResponsibilitiesLeadership and Team ManagementLead, coach, and develop QA Technicians and auditorsAssign daily QA coverage based on production volume and risk areasSet clear expectations around quality standards, accountability, and documentationEnsure proper onboarding, training, and cross-training for QA team membersServe as the escalation point for complex quality issuesFoster strong collaboration between QA, Production, Engineering, Maintenance, and Customer Experience teamsQuality Systems DevelopmentDesign, implement, and maintain robust QA processes and standards across all stages of productionEstablish and monitor QA checkpoints from Receiving through Final DeliveryBuild reproducible quality control frameworks that support scalability and consistencyIntegrate customer feedback into QA standards and validation criteriaDrive adoption of data-driven approaches and AI-assisted tools to improve anomaly detection, reporting, and decision-makingDefect Management and Continuous ImprovementTrack, categorize, and trend defects across all stages of productionLead root cause analysis to identify where and why defects occurDrive corrective and preventive actions (CAPA) to reduce recurrenceCollaborate with Production, Engineering, Maintenance, and Customer Experience to close feedback loopsIdentify opportunities to improve workflows, automation, and overall process efficiencyPromote a culture of continuous improvement and data-informed decision-makingReporting and Performance ManagementEstablish and maintain QA metrics to measure process effectiveness, defect trends, and first-pass yieldProvide actionable insights to Operations leadership to drive quality improvementsShare QA insights with Customer Experience to align on top customer pain pointsMonitor team performance and system effectiveness to ensure continuous alignment with business goalsWhat Success Looks LikeDefect rates remain low, and first-pass yield is consistently highCustomer-reported quality issues and returns are minimizedQA processes are reliable, scalable, and integrated into the production flowStrong alignment exists between QA, Production, Engineering, Maintenance, and Customer ExperienceIssues are identified early in the process, not at final QAData and AI tools are effectively used to improve speed, accuracy, and insightQA team operates with high accountability and ownership of quality outcomesWhat We're Looking For3-5+ years of experience in quality assurance, preferably in a production or media workflow environmentProven experience designing, implementing, and improving QA systems or processesFamiliarity with data-driven quality management and process improvement frameworksFamiliarity with AI tools or analytics to support QA decision-making is a plusStrong understanding of digital file formats, media quality standards, and workflow best practicesDemonstrated ability to lead teams and drive accountability in a production environmentStrong problem-solving skills with experience in root cause analysis and continuous improvementOrganized, detail-oriented, and able to prioritize in a fast-paced environmentClear communicator who collaborates effectively across departmentsCustomer-focused mindset with the ability to translate feedback into operational improvementsWork EnvironmentThis role is based onsite at Legacybox's digitization facility in Chattanooga, where thousands of family memories are carefully handled and preserved every day. You will work closely with Production, Maintenance, Customer Experience, and frontline teams to ensure quality standards are consistently met and improved.Why Join LegacyboxLegacybox is growing and evolving, and our production team sits at the heart of that transformation. As a QA Supervisor, you will have the opportunity to design and scale quality systems, develop people, and directly impact the experience we deliver to families across the country.Legacybox is an Equal Opportunity Employer and complies with all applicable federal, state, and local employment laws.