EXECUTIVE / ENGINEER - QUALITY ASSURANCE, COMPLAINT HANDLING
Hartalega
- Malaysia
- Permanent
- Full-time
- 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.
- Facilitate and monitor customer complaints investigation in accordance with complaint handling procedure.
- Ensure customer complaint / feedback received is logged and investigation being conducted timely.
- Plan and lead 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 approved report to Sales / Customer within the required lead time.
- Ensure complaint log and relevant documentation are maintained and updated.
- Facilitate and monitor shipment failures investigation through CAPA system.
- Ensure shipment failures received is logged and investigation being conducted timely.
- Plan and lead 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 with respect to 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.
- Any other tasks assigned by superior
- Bachelor Degree in Science.
- Preferably with 1 year of working experience in manufacturing environment.
- Work planning and scheduling.
- Good Communication Skills in both verbal and written, clear and easy to understand and include listening skills. (Both English and Bahasa Malaysia).