Executive - Complaint Handling (QA)

OVERVIEW

• Assist QA-Manager to handle customer complaints and shipment failures in a timely manner and to maintain complaint files (external and internal) as per quality standard, customers, and regulatory requirements.

DUTIES AND RESPONSIBILITIES

• Facilitate and monitor customer complaints investigation by complaint handling procedure.
• Ensure customer complaint/feedback received is logged and investigation being conducted timely.
• Plan and lead the internal discussion with respective process owners on the customer complaint/ feedback received.
• Issuance of Corrective Action/ Preventive Action (CAPA) request and ensure close follow-up with process owners for the complete CAPA submission within the lead time set.
• Prepare the report/response letter for QA-Manager and QA- Senior Manager / Deputy General Manager’s review and approval; and submission of the approved report to Sales / Customer within the required lead-time.
• Ensure complaint log and relevant documentation is maintained and updated.
• Facilitate and monitor shipment failures investigation through CAPA system.
• Ensure shipment failures received are logged and investigation being conducted timely.
• Plan and lead the internal discussion with respective process owners on the shipment failures received.
• Issuance of Corrective Action/ Preventive Action (CAPA) request and ensure close follow-up with process owners for the complete CAPA submission within the lead time set.
• Ensure shipment failure log and relevant documentation are maintained and updated.
• Manage and monitor Corrective and Preventive actions concerning the CAPA Procedure.
• Ensure that the CAPA issued are being followed-up and all actions taken is completed within the promised dateline
• Verify the completeness and the effectiveness of the corrective actions within the timeframe with proper evidence keeping.
• Ensure CAPA and all supporting documents are maintained.
• Drive analysis of complaint and shipment failures data for improvement
• Ensure customer complaint/ feedback and shipment failure information is properly logged and accurately categorized for analysis.
• Utilize QC tools e.g. Pareto analysis, trend chart in identifying target area for improvement.
• Compile and present analysis for management review in driving improvement actions.
• Assist QA- Manager in reviewing and updating complaint handling procedures to ensure its accuracy, suitability and effectiveness.
• Escalate all unresolved issues to Manager for further action, whist keeping process owner informed.
• Ensure proper updating and up keeping of department required quality records.
• Assist in undertaking and managing regulatory, customer, internal and external audits.

REQUIREMENT

• Minimum Bachelor's Degree in Science.
• Excellent communication and written skills in both English and Bahasa Malaysia.
• At least 2-3 years of working experience in the related field is required for this position.