Responsibilities

• Receive, register, and classify customer complaints related to product quality, service, delivery, or documentation.
• Validate complaints and prioritize them based on severity and customer impact.
• Maintain direct communication with customers to clarify issues and provide status updates.
• Investigate complaints using quality tools such as 5 Whys, Fishbone (Ishikawa), FMEA, and data analysis.
• Coordinate with cross-functional teams (production, engineering, logistics, purchasing, customer service).
• Define, implement, and follow up on corrective and preventive actions.
• Document complaints, investigations, and actions within the Quality Management System.
• Monitor quality indicators such as number of complaints, PPM, response time, recurrence rate, and customer satisfaction.
• Prepare and submit formal customer responses (e.g., 8D reports, A3 reports, technical reports).

Qu...