Job Description

To enhance the existing customer complaint resolution system and ensure permanent resolution of customer complaint on time to attain highest level of customer experience and efficient business results.


  • Design and implement customer complaint resolution system as a part of CCC
  • Review and bin the customer complaints to various Sub Systems (based on category)
  • Prioritize the complaints based on criticality and flag it accordingly
  • Coordinate with various cross functional teams and resolve the complaints (CAPA)
  • Ensure zero recurrence of complaints through ensuring robust Corrective & Preventive actions
  • Perform / Guide teams to do structured problem solving for chronic issues
  • Schedule site visits and do preliminary investigations as required
  • Ensure horizontal deployment of corrective actions for various projects
  • Stratify the complaints in various angles and initiate system level actions
  • Design and develop dashboard for customer complaints
  • Update HOD on critical issues and keep him updated on the resolution status
  • Train the concerned team on various problem-solving tools / techniques
  • Digitize the customer complaints resolution system end to end.
  • Perform customer satisfaction survey and initiate corrective actions for gaps
  • Identify and introduce new technologies to enhance the customer experience
  • Analyze the customer complaints in detail and work with Development team


  • Bachelor’s – Civil / Mechanical Engineering
  • 10+ experience in Quality in which minimum 5 years’ experience in handling customer complaints


  • Strong Problem-Solving Capability
  • Extremely organized and efficient
  • Proven skill on getting things done at organization level
  • Excellent computer skills, proficient with MS Office applications
  • Strong oral and written communication skills
  • Good presentation skills
  • Excellent data collection and analytical skills
Job Overview
Job Posted:
21 hours ago
Job Expire In:
3w 2d
Job Type
Full Time
Job Role
Bachelor Degree
10+ Years