Quality Assurance Manager

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Shift Hours: Monday–Friday, 8:00 AM–5:00 PM. Please note, flexibility in schedule will be required based on business needs, including working different hours or days.

This position is located onsite at our facility in Hawthorne, CA. There is no option for remote or hybrid work.

About the role

This role is in support of Cencora's global logistics and storage services marketed through our World Courier business. As a quality representative, you will play a crucial role in ensuring compliance with World Courier policies and procedures at the local level. You will oversee quality-related activities within the Transport divisions, provide guidance to office and divisional associates on quality and compliance matters, and ensure adherence to local regulatory requirements related to operations. You may also have regulatory responsibilities in front of local authorities.

Responsibilities

• Quality Management System (QMS):
  • QMS Management: Develop and maintain a robust QMS that defines the organization's quality objectives, policies, procedures, and performance metrics. Act as the first contact for the Country Manager and local team on quality-related topics. Ensure quality aspects for CCS and Transport are adequately represented during local and global meetings, projects, and initiatives. Organize and support management review meetings in accordance with applicable SOPs.
  • Supplier Qualification Management: Oversee the Suppliers Evaluation Program in accordance with internal guidelines, including local supplier approval/rejection. Collaborate with subject matter experts and the local operational team to ensure subcontractors and suppliers meet necessary qualifications and standards. Conduct supplier audits, monitor performance, and implement corrective actions as needed.
  • Quality Agreements: Review and negotiate quality agreements and Confidentiality Disclosure Agreements (CDAs/NDAs), ensuring alignment with company policies and regulatory requirements.
  • Internal/External Audits, Inspections, and Certification Audits: Serve as the main auditor contact, initiate and oversee audit organization, and respond promptly to auditor inquiries. Develop and follow up on action plans for addressing non-compliance issues and provide audit responses in a timely manner.
  • Incident Management: Review and manage documentation on incidents. Participate in investigations of non-conformities or deviations from established quality standards. Provide quality input for root cause analysis and CAPA, and support corrective and preventive action initiatives. Monitor deviations and report potential problems to global QA and local leadership. Ensure customer complaints are dealt with effectively.
  • Risk Management and Change Control: Assist in setting up and participating in Risk Management and Change Control processes. Communicate changes (e.g., expansions, depot moves, regulatory updates) to clients as required.
  • Pest Control and Facility Cleaning: Ensure pest control and cleaning programs are properly implemented and documented following applicable SOPs.
  • Technical Quality Support: Oversee and verify technical change controls, calibration, maintenance, and qualification/validation programs according to internal guidelines. Support the local facility representative and QA manager in technical compliance. Review temperature graphs as defined in applicable SOPs.
  • Documentation Management: Ensure accurate documentation of all quality-related activities, including SOPs, work instructions, test records, and audit reports. Organize regular reviews of Local Standard Operating Procedures (SOPs) and Work Instructions (WIs) with process owners/authors to ensure alignment with service standards and regulatory requirements.
  • Quality Data Management: Execute tasks using dedicated software tools such as Master Control and SharePoint. Accurately input and update data, attach relevant documents, track progress, and adhere to workflows outlined in standard operating procedures.
• Quality Control:
  • Quality Checks and Control: Implement processes to monitor product or service quality throughout the lifecycle, from design to delivery. Conduct inspections and analyze data to ensure accuracy, identify defects, or areas for improvement.
  • Self-Inspection and Quality Checks: Oversee quality-related activities for the Self-Inspection Report and quality checks as defined in standard procedures.
  • Compliance Assurance: Ensure compliance with relevant regulations (local law, GDP, quality regulations), industry standards (e.g., ISO, GxP), customer requirements, and internal policies. Stay up-to-date with regulatory changes and implement necessary QMS updates. Verify adherence of World Courier employees to Company Policies and Procedures. Ensure World Courier License(s) and other regulatory documentation are properly maintained and updated.
• Quality Training and Education:
  • Training Program: Develop training programs to educate employees on quality standards, processes, and techniques. Ensure initial and continuous training programs are implemented and maintained for Good Documentation, Good Manufacturing, Good Distribution, and Good Clinical Practices (when applicable).
  • Internal Guidelines Training Management: Assign and maintain local training job codes and the local training matrix in collaboration with local management. Monitor training compliance and escalate non-compliance to local management.
• Process Improvement:
  • Continuous Improvement: Identify opportunities for process improvements through data analysis and evaluation of existing workflows. Implement Lean Six Sigma methodologies or other improvement frameworks in collaboration with the Continuous Improvement department.
  • Customer Satisfaction: Participate in client meetings, monitor client feedback, and collaborate with the operational team to enhance service quality.
• People Management:
  • Oversee and evaluate employee contributions, performance, and development within the operational quality team. Assess skills, identify training needs, and ensure the team has necessary resources.
  • Monitor work processes, organize work allocation, and assign tasks based on skills and workload capacity.
  • Implement regular one-to-one meetings to discuss activities, priorities, progress, and challenges.
  • Organize or initiate regular team meetings for knowledge sharing and addressing common challenges.
• Regulatory Responsibilities: Ensure, along with local management, that requirements imposed on certain products by national law are adhered to.
• Other Duties: Keep appropriate records of delegated duties and execute tasks assigned to the QA support team or by Regional/Global Quality Management.

Requirements

• Bachelor's degree in life sciences, business administration, supply chain, or a related field, or equivalent experience.
• Five (5) or more years of experience in quality assurance/quality management within a regulated and/or operational services environment (e.g., GxP/GDP, logistics/distribution, shared services, customer contact centers, or technology delivery).
• Two (2) or more years of experience in a management capacity.

Qualifications

Preferred certifications:

• ASQ Certified Quality Auditor (CQA)
• Certified Professional in Healthcare Quality (CPHQ)
• ISO 9001 Lead Auditor (QMS)
• Lean Six Sigma Green Belt or Black Belt
• ISTQB Certified Tester – Foundation Level (CTFL)

Skills

• Thorough knowledge of regulatory compliance matters.
• Ability to communicate effectively both orally and in writing.
• Effective presentation skills.
• Ability to train, motivate, and direct the work of others.
• Ability to plan and conduct effective meetings.
• Strong analytical and mathematical skills.
• Strong interpersonal and leadership skills.
• Strong organizational skills and attention to detail.
• Ability to meet deadlines and work in a production-driven environment.
• Strong decision-making skills.
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently.
• Proficiency in Microsoft Office (Excel, Word, and PowerPoint).
• Able to work independently and collaboratively in a team.
• Must be able to travel overseas if required.

Benefits

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we offer:

• A comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness.
• Support for working families, including backup dependent care, adoption assistance, infertility coverage, family-building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Professional growth opportunities, including training programs, mentorship, employee resource groups, and volunteer activities.

Pay

Full-time salary range: $73,600 – $147,290. The actual range may vary based on locale. Ranges in Colorado, California, Washington, New York, Hawaii, Vermont, Minnesota, Massachusetts, and Illinois may be up to 10% lower than the minimum.