Job Description
Job Purpose
The candidate will lead initiatives to standardize and enhance complaint handling procedures, drive root cause analysis, and implement quality improvement systems across multiple downstream plants. This role focuses on improving customer satisfaction, reducing complaint resolution time, and fostering a culture of accountability and continuous improvement in collaboration with cross-functional teams.
Key Responsibilities:
- Complaint Handling and Standardization:
- Standardize and implement complaint handling SOPs across all downstream plants, marketing, and logistics functions.
- Develop and deploy customer grievance management systems.
- Complaint Resolution Time Reduction:
- Guide plants in timely complaint disposition and ensure swift resolution of sales returns.
- Collaborate with marketing, logistics, and accounts teams for seamless complaint closure, including pickup and credit note generation.
- Monitor and publish KPIs related to complaint resolution and customer satisfaction.
- Root Cause Analysis and Continuous Improvement:
- Drive CAPA (Corrective and Preventive Action) implementation and audit plants for sustained improvement.
- Conduct training sessions on RCA/8D methodologies and mentor Six Sigma and CI projects.
- Facilitate customer feedback collection and monitor long-term action plan effectiveness.
- Management Information Systems (MIS):
- Prepare weekly and monthly quality performance reports for downstream plants.
- Review plant performance through regular calls and report findings to stakeholders.
- Workshops, Training, and Summits:
- Plan and coordinate process workshops, monthly quality calls, and summits.
- Drive cross-functional and cross-plant knowledge sharing initiatives.
- Ensure meeting minutes and action plans are executed.
- System Implementation and Digitalization:
- Standardize and digitize quality management systems (e.g., LPA, MOC, NC).
- Develop dashboards to monitor and visualize quality KPIs.
- Customer Satisfaction Initiatives:
- Improve Customer Satisfaction Score (CSS) and Net Promoter Score (NPS) through actionable feedback mechanisms.
- Interact with internal and external customers to resolve issues and enhance satisfaction.
