Quality Manager

Company Overview

BIA Group specializes in sales, rentals, and after-sales services for equipment used in public works, mining, quarries, and transportation sectors. Operating across Europe, Africa, and Asia, the company employs over 1500 dedicated professionals.

Role Summary

The Quality Manager will be accountable for implementing and continuously enhancing the Quality Management System (QMS) throughout Zambia and the Component Rebuild Centre (CRC). This role ensures adherence to ISO standards, Dealer Operational Standards (DOS), and company policies to deliver exceptional customer satisfaction and operational excellence.

Responsibilities

• Deploy and manage the Quality Management System locally across the country.
• Lead and mentor local Quality stakeholders including officers and relays, providing guidance and organizational oversight.
• Utilize designated tools and software to facilitate quality-related activities.
• Create and maintain quality key performance indicators (KPIs) and reporting mechanisms.
• Develop and disseminate quality documentation such as processes, procedures, and standards in collaboration with central support teams and local management via the intranet.
• Implement Dealer Operational Standards nationally.
• Coordinate internal audits, supplier evaluations, and assist with third-party audits.
• Design innovative, ISO9001-compliant guidelines tailored to local requirements.
• Manage the Customer Care monitoring system to assess customer satisfaction, expectations, and complaints, and drive corrective actions consistently.
• At the Component Rebuild Centre, establish and oversee quality standards for rebuild activities.
• Ensure compliance with rebuild protocols, inspection criteria, and technical specifications.
• Supervise quality inspections, testing, and final product releases.
• Lead root cause analyses concerning quality issues, early failures, and warranty claims.
• Monitor subcontractor quality performance and conduct relevant audits.
• Maintain calibration and control over tools, equipment, and test benches.
• Verify accuracy and completeness of quality records in SAP and other systems.
• Support workshop management in customer quality issues and related reporting.
• Provide leadership and coaching to Quality Officers, Relays, inspectors, and other stakeholders.
• Deliver training and awareness programs to enhance quality culture.
• Support competency development of workshop and operational teams.
• Facilitate knowledge sharing and best practice adoption across all sites.

Key Performance Indicators (KPIs)

• Customer complaints management
• First Pass Yield (Right First Time)
• Reduction of non-conformities
• Minimizing rework rates
• Monitoring premature equipment failures
• Warranty claim management
• Inspection compliance
• Audit results and scores
• ISO and DOS compliance levels
• Customer satisfaction levels
• Timely project delivery
• On-time completion of rebuilds

Candidate Profile and Requirements

• Education: Bachelor’s or Master’s degree in Engineering, Quality Management, or relevant disciplines.
• Experience: At least 5 years in Quality Management, Assurance, or Control, ideally within workshop, service, manufacturing, or component rebuild contexts.
• Quality Expertise: In-depth knowledge of ISO 9001 standards, audit procedures (internal/external), process analysis, and continuous improvement techniques. Certifications such as Six Sigma, Kaizen, or Auditor qualification are a plus.
• Technical Acumen: Strong grasp of equipment maintenance, rebuild operations, quality systems, customer satisfaction metrics, and improvement strategies.
• Soft Skills: Excellent collaboration, communication, persuasion, results-driven orientation, proactive mindset, and ability to identify and implement improvements.
• Additional Attributes: Versatile with broad cross-functional understanding across multiple business domains.

Benefits and Opportunities

• Secure permanent employment contract.
• Competitive salary package with attractive extra-legal benefits.
• A mid-sized company with an international presence fostering autonomy and teamwork.
• Join a team of experienced, dedicated colleagues within a growing family-owned enterprise.
• Access to substantial continuous training and development programs.
• Engage in a challenging role offering initiative-taking opportunities and growth within the quality function.