Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
Role Purpose
The Quality, IMS & Customer Satisfaction Manager is responsible for leading the site’s quality strategy and ensuring the effective implementation, maintenance and continuous improvement of the Integrated Management System (IMS). This role ensures compliance with applicable standards, strengthens customer satisfaction and drives a culture of quality, risk prevention and continuous improvement across the organization.
The position plays a key role in aligning customer requirements, business objectives and regulatory compliance, while promoting operational excellence and strong quality governance across all business lines.
Key Responsibilities
Lead the implementation, maintenance and continuous improvement of the Quality Management System (QMS) and Integrated Management System (IMS).
Act as Quality Management Representative, ensuring that all required processes are established, implemented, maintained and continuously improved.
Ensure compliance with applicable standards and certifications, including ISO 9001, ISO 14001, ISO 45001, ISO 50001, IATF 16949 and SAS UICC.
Promote customer focus and quality awareness across the organization.
Manage customer satisfaction processes, including customer complaints, non-conformities, corrective and preventive actions, and continuous improvement plans.
Lead internal audits, external audits, certification audits and customer audits, ensuring readiness and timely closure of findings.
Monitor and analyze quality KPIs to identify risks, trends and improvement opportunities.
Oversee non-conformance management, CAPA execution, deviation handling and escalation processes.
Promote the application of quality methodologies and core tools such as APQP, PPAP, FMEA, MSA and SPC.
Support operational teams in strengthening compliance, traceability, process discipline and audit preparedness.
Lead, coach and develop the quality team, fostering collaboration, accountability and a continuous improvement mindset.
Report quality system performance, risks and improvement needs to Top Management.
Qualifications
Engineering degree in Industrial, or related field.
Fluent business English.
Minimum 5 years of experience in similar roles within quality management, integrated management systems, manufacturing quality, customer quality or process improvement.
Strong knowledge of ISO 9001, IATF 16949, ISO 14001, ISO 45001 and ISO 50001.
Experience in audit management, CAPA, NCR management, root cause analysis, process mapping and continuous improvement.
Practical knowledge of quality core tools: APQP, PPAP, FMEA, MSA and SPC.
Strong stakeholder management, analytical and communication skills.
Proficiency in Microsoft Office and ERP.
What We Are Looking For
We are looking for a strong quality leader with a customer-focused mindset, solid knowledge of integrated management systems and the ability to drive compliance, process discipline and continuous improvement in a complex operational environment. The ideal candidate combines technical expertise, leadership capability and a proactive approach to solving problems and building trust across teams.
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!
