Role: Opening IN Jaipur For Quality Excellence & Grievance Manager
Industry Type: Furniture & Furnishing
Department: Quality Assurance
Employment Type: Full Time, Permanent
Role Category: Production & Manufacturing
UG: B.Tech / B.E. in Any Specialization
Our client is a pioneering Indian luxury design atelier, established in 2011, with a team of over 100 professionals and headquartered in Jaipur. As India's first atelier of its kind in nearly eight Our client is a pioneering Indian luxury design atelier, established in 2011, with a team of over 100 professionals and headquartered in Jaipur. decades, it creates ultra-premium handcrafted functional art that seamlessly blends heritage craftsmanship with contemporary design. Its bespoke creationsranging from luxury lifestyle collectibles to travel, hospitality and personal storage conceptsare individually handcrafted over 2,800-4,000 hours, with fewer than 100 masterpieces produced annually for an exclusive global clientele. The brand has earned international recognition through prestigious exhibitions, auctions and luxury collaborations, serving discerning customers across India, the Middle East, Europe and North America. Estimated to generate annual revenues in the range of USD 10-50 million, the organisation offers professionals a rare opportunity to contribute to a globally acclaimed luxury brand at the intersection of art, design and exceptional craftsmanship.
They are looking for a Quality Excellence & Grievance Manager
Reports to: Head of Production & Design
Job Requirements and Skills:
The Quality Excellence & Grievance Manager will lead the entire quality function, ensuring that all incoming raw materials, in-process production stages, and final finished goods comply with the organizations quality standards, global furniture regulations, and customer expectations. The role demands strong technical expertise in leather, metal, and furniture manufacturing, strategic planning for quality improvements, and leadership in vendor and team development
Job Skills:
1. In-depth knowledge of quality standards for leather, metal, and furniture manufacturing.
2. Strong understanding of technical drawings, blueprints, and specifications.
3. Skilled in vendor quality management and inter-departmental coordination.
4. Proficient in using measuring instruments, inspection tools, and relevant software.
5. Excellent communication, analytical, and leadership skills.
6. Strong attention to detail with a solution-oriented mindset
Personal Attributes:
1. Excellent written & verbal communication, good personality, strong interpersonal skills, and the ability to build relationships at all levels.
2. Ability to work effectively under pressure and manage multiple projects simultaneously.
3. Driven by a strong sense of ownership, with the ability to work independently while contributing effectively as a collaborative team member.
4. Proactive and driven, with a natural ability to take initiative and apply analytical thinking to solve challenges and drive results.
5. Attention to detail and a commitment to excellence.
6. Mindset & approach to be solution-driven.
7. Adaptability, enthusiasm, and a genuine passion for the brand.
Major responsibilities:
1. Incoming Material Quality Control
1. Develop, implement, and enforce inspection criteria for all raw materials and bought-out components. Make Quality check matrix for all different categories defining acceptable & non acceptable ranges
2. Approve/reject incoming goods; escalate non-conformities to vendors and ensure timely corrective action.
Job Skills:
1. In-depth knowledge of quality standards for leather, metal, and furniture manufacturing.
2. Strong understanding of technical drawings, blueprints, and specifications.
3. Skilled in vendor quality management and inter-departmental coordination.
4. Proficient in using measuring instruments, inspection tools, and relevant software.
5. Excellent communication, analytical, and leadership skills.
6. Strong attention to detail with a solution-oriented mindset
Personal Attributes:
1. Excellent written & verbal communication, good personality, strong interpersonal skills, and the ability to build relationships at all levels.
2. Ability to work effectively under pressure and manage multiple projects simultaneously.
3. Driven by a strong sense of ownership, with the ability to work independently while contributing effectively as a collaborative team member.
4. Proactive and driven, with a natural ability to take initiative and apply analytical thinking to solve challenges and drive results.
5. Attention to detail and a commitment to excellence.
6. Mindset & approach to be solution-driven.
7. Adaptability, enthusiasm, and a genuine passion for the brand.
Reports to: Head of Production & Design
Major responsibilities:
1. Incoming Material Quality Control
1. Develop, implement, and enforce inspection criteria for all raw materials and bought-out components. Make Quality check matrix for all different categories defining acceptable & non acceptable ranges
2. Approve/reject incoming goods; escalate non-conformities to vendors and ensure timely corrective action.
3. Guide production supervisors and line operators in quality awareness and defect prevention techniques.
4. Conduct training on equipment handling, blueprint reading, and safety standards.
6. Documentation & Reporting
1. Maintain complete records of inspections, test results, rejection reports, and performance trends.
2. Present monthly and quarterly quality performance reports to the management and directors.
3. Ensure traceability of all components and finished goods through robust documentation practices
7. Quality Excellence
Build and implement the Quality Excellence Framework, ensuring Trunks Company operates at best-in-class manufacturing standards.
1. Establish a Quality Excellence Dashboard with indicators for rework, rejection, variation control, repeat defects, and customer complaints.
2. Conduct weekly Quality Excellence reviews with Production, Design, and Vendor teams.
3. Introduce industry benchmarked best practices for handcrafted luxury goods quality.
4. Reduce defects, rework, and customer touchpoints through preventive quality engineering.
5. Conduct Proactive Quality Audits across departments.
6. Drive continuous improvement initiatives to elevate craftsmanship quality and consistency.
8. Grievance Management & Customer Complaint Redressal
External Client Grievances:
1. Act as the single point of contact for all product quality complaints and service-related escalations.
2. Investigate customer grievances by coordinating with Production, Design, Sales, and Logistics.
3. Document findings, root cause, and resolution plans with clarity and speed.
4. Provide clients with structured, professional, timely responses.
5. Ensure closure of all grievances with CAPA (Corrective & Preventive Actions).
6. Maintain a Customer Case Log documenting timelines, actions, resolutions, and improvements derived.
7. Also address External Vendor queries & concerns about quality rejections and educate them as well about our Quality parameters & standards
9. Internal Grievances Related to Quality:
1. Manage escalations raised by HODs, team members, or inter-department conflicts involving quality standards.
2. Serve as a neutral facilitator to identify facts, assign accountability, and propose solutions.
3. Recommend policy improvements to prevent repeat internal grievances.
4. Report recurring operational bottlenecks directly to the Head of Production & Design.
Education
- BachelorÆs degree / Diploma in Mechanical Engineering, Industrial Engineering, or related field.
- Professional certifications in Quality Management (ISO 9001, Six Sigma, etc.) preferred.
Experience
10+ years in Furniture / Interior / Leather industries, precision manufacturing, with at least 3û5 years in a managerial role.
Job Location
Jaipur û Rajasthan (Headquarters)