Quality and Improvement Manager

About the Role

We are seeking an experienced and results-driven Quality Improvement Manager to lead our quality assurance and quality control initiatives at our plastics printing and laminating manufacturing facility. The successful candidate will develop, implement, and maintain quality management systems to ensure products meet or exceed customer expectations and industry standards such as ISO and CQM. This role requires strong leadership, technical expertise in plastic card manufacturing processes, and a commitment to continuous improvement.

As the Quality Improvement Manager, you will oversee a team of inspectors and technicians, fostering a culture of excellence and accountability. You will collaborate closely with production, engineering, and supply chain teams to drive quality improvements, reduce defects, and enhance operational efficiency. This is a critical leadership position supporting the company’s growth and reputation for delivering high-quality plastic cards and printed products.

Responsibilities

• Quality Management System (QMS) Oversight: Develop, implement, and maintain the facility’s QMS in compliance with Mastercard CQM, ISO 9001, customer-specific requirements, and other applicable standards. Ensure all quality processes, procedures, and documentation are up-to-date. Conduct regular internal audits and manage external audits to maintain certifications and compliance.
• Leadership and Team Management: Lead, mentor, and develop a team of inspectors and technicians, fostering a culture of accountability, collaboration, and continuous improvement. Set performance goals, conduct evaluations, and provide training to enhance team capabilities. Allocate resources effectively to meet quality objectives and production demands.
• Quality Assurance and Control: Oversee the development and execution of quality control plans, including inspection criteria, testing protocols, and sampling plans for raw materials, in-process production, and finished goods. Monitor and analyze quality performance metrics (e.g., defect rates, scrap, customer complaints, returns) to identify trends and implement corrective actions.
• Process Improvement: Collaborate with production and engineering teams to identify root causes of quality issues using tools such as 8D, 5-Why, Fishbone diagrams, and Failure Mode and Effects Analysis (FMEA). Drive continuous improvement initiatives using Lean, Six Sigma, or other methodologies to reduce waste, improve process capability, and enhance product quality. Implement Statistical Process Control (SPC) and other data-driven techniques.
• Customer and Supplier Interface: Act as the primary point of contact for quality-related customer inquiries, complaints, and audits, ensuring timely resolution and customer satisfaction. Work with suppliers to establish quality requirements for raw materials and ensure compliance. Support the development of customer-specific quality agreements and specifications.
• Regulatory Compliance: Ensure compliance with Mastercard CQM and Visa ISO regulatory requirements, including maintaining accurate records and documentation.
• Risk Management: Identify and mitigate quality risks associated with new product introductions, process changes, and equipment upgrades. Develop and maintain risk management plans, including FMEAs, to proactively address potential quality issues.
• Reporting and Communication: Prepare and present quality performance reports, dashboards, and key performance indicators (KPIs) to senior management and cross-functional teams. Communicate quality goals, initiatives, and progress to employees at all levels of the organization.

Requirements

• Bachelor’s degree in Business, Engineering, or related field. A Master’s degree is a plus.
• Three to five years of experience in a related field.
• Knowledgeable of ISO/CQM requirements and standards pertaining to the manufacture of plastic financial cards.
• Proficiency in quality tools and methodologies, such as SPC, FMEA, 8D, Root Cause Analysis, and Lean Six Sigma.
• Experience with quality inspection and testing equipment, including calipers, micrometers, optical comparators, and color measurement devices.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, customers, and suppliers.
• Strong problem-solving and decision-making skills, with a data-driven approach to quality improvement.
• Excellent time management skills with a proven ability to meet deadlines.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Power BI) or related software for reporting and analysis.
• Experience with quality management software (Minitab, Qualtrax, or similar) is a plus.

Physical Demands

• Ability to be present in the facility and work a minimum of 40 hours per week; evening and weekend work may be required as job duties demand.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Work is in an office as well as a typical production environment; prolonged sitting and standing required (1-2 hours at a time).
• Ability to move around the facility; reach; bend; stoop; lifting up to 20 lbs occasionally.
• Position may require some travel by car and/or plane.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. A complete background including drug screen is contingent upon hire.

About the Company

CPI Card Group® is a payment technology company and leading provider of credit, debit, and prepaid solutions delivered physically, digitally, and on-demand. CPI helps customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.

Benefits

• Competitive pay rates and an inclusive, empowering, and rewarding culture.
• Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance.
• FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement.
• 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets.