Job Description

Department
QA - Customer QA
Job posted on
Jun 14, 2025
Employee Type
Staff
Experience range (Years)
0 - 0

Purpose of the Role
"1) Responsible for on-ground execution of Quality strategy and achievement of strategic operational goals to exceed customer expectations for product quality, cost and delivery, through focus on Customer quality assurance activities
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Responsibilities & Accountabilities
Execute the quality strategies and processes in place with respect to Customer quality to meet business objectives and operational needs in terms of price, quality and delivery targets and which enables the company to function and compete effectively in the market and in a sustained manner
Execute quality assurance activities associated with the Customer experience (Products, issue resolutions, interactions, service, sales)
Drive quality system improvement strategies for processes related to customer interactions and satisfaction and drive its implementation.
Monitor critical quality metrics and parameters required to meet profitability and customer satisfaction targets
Maintain COPQ(Cost of Poor Quality) with respect to Customer quality of the unit within the acceptable target limits
Ensure quick resolution of customer complaints and enhance customer satisfaction
Ensure the highest quality output that meets customers' expectation in the most cost effective manner, through Customer quality assurance activities along with action planning for identified gaps
Participate in daily DEMS complaints meeting for Foundry products
Track and execute actionable for pending customer complaints in DEMS periodically
Coordinate with DEMS handling team to resolve complaints on time
Track and support SIC in escalation of long pending customer complaints with HOD's
Execute the activities for closure of the complaints in DEMS module as per agreed time line.
Identify critical unresolved issue in Foundry products and initiate projects on the same
Conduct Customer visit or faster resolution of customer complaints
Execute Product Audit at Customer end as per time line.
Ensure timely delivery of Free replacements for Service requests booked in DEMS
Identify and suggest methods for rectifying the bottlenecks that lead to delay in complaints resolution process.
Assist in continual improvement of Quality system
Participate in Process improvement teams and complete documentation whenever required.
Participate in Daily war room meeting for customer complaints resolution
Track and ensure lead time for closing complaints is as per agreed time line.
Execute activities for chronic failures elimination
Ensure reimbursement of customer returned supplier parts
Customer issue resolution and escalate if on time if required, to improve the customer complaint closing response time
Implement Fire wall station based on customer complaints
Ensure adherence to Business Excellence processes in all activities related to the Customer quality sections
Review and evaluate Customer quality data to identify process improvement opportunities within the manufacturing and quality section
Suggest and use latest technologies and tools for Customer satisfaction and quality assurance