LOCATION:
1003A, Peninsula Towers, Peninsula Corporate Park, Lower Parel (W), Mumbai 400013.
REPORTS TO: AVP Operations & MD
PURPOSE:
The Assistant Manager - Quality is responsible for managing and optimizing the quality assurance process across the production cycle, from incoming materials to final product inspection. As the Management Representative (MR) for ISO, this role will ensure adherence to ISO 9001 and other applicable certifications. Additionally, the incumbent will drive customer satisfaction initiatives, monitor CSAT, and act on feedback to support continuous improvement and maintain high standards of quality and service.
SUMMARY OF FUNCTIONS:
Ensure that the organization's products and services are fit for use by meeting rigorous quality standards and both internal and external requirements. Monitor and measure performance indicators within the Quality Management System (QMS), producing data and reports on quality performance and Customer Satisfaction (CSAT) metrics to drive continuous improvement.
ESSENTIAL DUTIES & RESPONISIBILITIES:
1.Quality Planning and Control
- Develop and implement robust quality plans covering raw materials, purchased components, and finished products.
- Coordinate third-party laboratory tests where necessary, ensuring results meet defined quality benchmarks and regulatory standards.
- Issue certificates of quality, engineering drawings, and required documentation to customers, supporting transparency and trust in product quality.
2.Inspection and Testing
- Oversee incoming material inspection and ensure compliance with quality specifications by working with external labs when needed.
- Maintain and upgrade lab equipment to support in-house testing capabilities and ensure accuracy in quality assurance processes.
3.Standardization and Certification
- Lead initiatives related to product standardization and certification under both national and international standards.
- Act as the ISO 9001 Management Representative (MR), ensuring compliance with QMS standards, coordinating audits, and implementing required changes to maintain certifications.
4.Documentation and Compliance
- Establish and manage policies for documentation control, ensuring all quality records, standards, and specifications are maintained and secure.
- Support external audits (BIS, DNV, etc.) and facilitate internal audits to ensure adherence to QMS standards and promote a culture of compliance.
5.Customer Satisfaction (CSAT) Monitoring
- Implement CSAT monitoring processes, collecting and analyzing customer feedback to identify areas for improvement.
- Regularly report on CSAT scores, track trends, and collaborate with cross-functional teams to address customer concerns effectively.
- Lead initiatives to improve CSAT scores by refining quality processes and ensuring products meet or exceed customer expectations.
6.Cross-Functional Collaboration
- Collaborate with Production, Purchase, Sales, and Marketing to ensure alignment on quality goals and objectives.
- Work closely with the Purchasing team to ensure suppliers meet quality standards, incorporating CSAT feedback into supplier evaluations.
7. Performance Monitoring and Continuous Improvement
- Drive quality achievements and performance improvement initiatives throughout the organization.
- Set quality and CSAT compliance objectives, ensure targets are met, and implement continuous improvement processes across departments.
- Analyze performance data against set parameters, facilitating corrective and preventive actions based on data insights. (CAPA, SPC, 5-Why Analysis, etc)
8. Training and Development
- Identify quality-related training needs, facilitate training sessions, and develop staff competencies in quality assurance.
- Supervise technical staff in conducting tests and inspections, ensuring adherence to procedures and fostering a high standard of quality awareness.
9. Product and Process Analysis
- Evaluate product specifications and supplier compliance with quality standards.
- Ensure product consistency throughout its lifecycle, from design to final inspection, incorporating CSAT insights to enhance product quality.
10. Data Analysis and Reporting
- Monitor quality performance through data collection and statistical analysis, reporting findings to senior management for strategic decision-making.
- Utilize CSAT and quality metrics to identify improvement areas and drive decisions to maintain high standards.
11. Miscellaneous
- Perform additional duties as needed, adapting to the organization's evolving quality and customer satisfaction needs.
QUALITIFICATIONS, SKILLS & EXPERIENCE REQUIRED:
- Bachelor's degree in Mechanical Engineering
- 8-10 years of experience in Quality Assurance, ISO implementation, and CSAT monitoring
- Completed Lead Auditor course for ISO 9001 / 14001 QMS.
- Strong knowledge of ISO 9001:2015 QMS, documentation, and certification processes
- Experience with statistical quality control methods and CSAT monitoring tools
- Proficiency in MS Office, data analysis, and reporting software for quality metrics
- Analytical mindset, strong communication and interpersonal skills
- Proven experience in implementing customer feedback loops and quality improvements
- Ability to communicate effectively with customers, management, and co-workers, with regular use of telephone and email.
- Capability to understand and interpret commercial documents, engineering drawings, and statistical data.
- Monthly travel to vendor sites and production facilities may be required.
