Quality Manager

About the role

The Quality Manager will be responsible for safeguarding customer experience, product consistency, and operational compliance across all Opinion branches. This role focuses on defining quality standards, tracking operational performance, improving service delivery, and ensuring every visit reflects the brand’s identity in a consistent way.

Key responsibilities

• Create, refine, and maintain quality standards for products, service, and day-to-day operations.
• Carry out regular inspections across branches and the central kitchen.
• Monitor the quality of beverages, desserts, sandwiches, and seasonal offerings.
• Check adherence to approved recipes and operating procedures.
• Review customer feedback, study complaints, and recommend corrective actions.
• Prepare recurring management reports highlighting strengths, improvement opportunities, and areas needing attention.
• Conduct mystery shopper visits and evaluate the findings.
• Train operational teams on service and quality standards.
• Ensure compliance with food safety, cleanliness, and occupational health requirements.
• Work with operations and training teams to reduce mistakes, cut waste, and improve efficiency.
• Develop clear performance indicators to measure quality and customer experience.

Required qualifications

• At least 3 years of experience in quality management or operations within cafés or restaurants.
• Strong understanding of food safety systems and health compliance requirements.
• Excellent analytical ability and reporting skills.
• Strong leadership capability and a hands-on field-follow-up approach.
• Proficiency in Excel and reporting tools.
• Willingness to travel between branches when needed.

Performance indicators

• Operational compliance rate.
• Customer ratings and average review scores.
• Frequency of repeat complaints.
• Results from quality checks and mystery shopper visits.
• Waste levels and operational error rate.
• How quickly corrective actions are closed.