Customer Quality Manager

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.

RESPONSIBILITIES:

• 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

EDUCATION & EXPERIENCE:

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

SKILLS

• 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