Quality Assurance Lead - Customer Experience (ISO 9001) - Innovative Company

• Based in Jurong Island
• Perm role; Monday to Friday, 8:30 am to 4:45 pm
• Salary: $5,000 - $6,000 + Transport Allowances $220 + AWS + VB + Flexi Claim Subsidy
• Knowledge in ISO9001:22001
• Minimum 5 years in the quality assurance industry

Responsibility

• Ensure that customer complaints are logged onto SAP correctly on a daily basis, and that the data entered is acurate and according to the defined standards. Seek clarification from the originator as necessary and check that the complaint is correctly assigned to the correct geographical coordinator, reassign as necessary. Maintain links with the other complaints coordinators globally.
• Analyzed and obtained clarification of information provided during the complaint intake process, to provide concise event descriptions and product information based on guidance documents.
• Lead the investigation, completion of 8D report and documentation in SAP. Maintain effective working relationships with all personnel in the company dealing with investigations into customer complaints and all personnel world wide who raise customer complaints.
• Ensure close follow-up on each received complaint. Ensure clear communication to customer on corrective and preventive action is clear without expose company to further liabilities.
• As the work is received, ensure that aged stock/lost business/product recall returns are raised, authorised, and actioned according to the defined procedures. Check discrepancies with those raising the return and refer to sales managers or line manager in cases of conflict.
• Perform statitical trending of complaint and initiate action for delivering improvement. Responsible for complaint dashboard data accuracy and highlight any area of concern that require more indept approach.
• To proactively identify areas for improvement in the complaints and returns process by influencing and/ or engage stakeholders for any changes in the process for business benefits and improving company objectives.
• Assist in batch release and secondary record check for compliance.
• Co-leading and involve in audit (internal, external and customer audit) and maintaining company's management system.
• Organize process related training where needed in the organization.
• To participate in Global DBB and complaint meeting and contribute in business improvement initiative to the team.
• Any other assignment appointed by Quality Manager.

Requirements

• Minimum 5 years in the quality assurance industry
• Familiarity with ISO9001:22001 Quality Management System
• Availability for night calls from other regions (approximately an hour, twice every quarter). Remote work options available if calls are too late.
• Willing to work at Jurong Island

Kindly note that only shortlisted candidates will be notified.

Triton AI Pte Ltd

Registration Number: R23118389

EA: 21C0661