Lead Documentation-Quality

As a member of the ACG Packaging Materials team, your primary responsibilities will include strategic planning and analysis of customer complaints to recommend appropriate corrective and preventive actions. You will ensure compliance for updating CTQ requirements in ZMIC (SAP) to eliminate repeat complaints from critical customers, thus contributing to the avoidance of re-occurrence. Your role will also involve resolving technical issues at the customer end by providing guidance during trials and ensuring the effectiveness of action plans to avoid rejection and help in Cost of Poor Quality (COPQ) reduction. In your core functional duties, you will collect all necessary information related to customer complaints for root cause analysis, coordinate with various departments and customers for the effective implementation of Corrective and Preventive Actions (CAPA), and track the effectiveness of submitted CAPAs against customer complaints. It will be essential to maintain records and samples systematically for easy retrieval and traceability, as well as to participate in continuous improvement initiatives such as Kaizen for enhancing product quality. Internally, you will provide customer complaint analysis to relevant departments for continuous learning, coordinate with Sales for handling rejected material receipt at the factory, and ensure adherence to prescribed procedures and action plans by internal customers and suppliers. Key result areas of your role will include minimizing justified customer complaints, ensuring timely implementation of action plans and technical closure, maintaining order processing as per Sales Order and Critical to Quality (CTQ) requirements, providing necessary training to teams, and devising effective action plans to reduce COPQ in alignment with business objectives. Your key interfaces will involve collaborating with internal departments such as Planning, Production, Sales, Business Development, and external interfaces including Suppliers, Customers, Service providers, and Auditors. The desired competencies for this role include sound technical knowledge, plant quality assurance understanding, proficiency in Quality Control Tools, effective customer and supplier management, as well as demonstrating values such as being a Collaborator, Builder, Entrepreneur, Innovator, Integrator, Nurturer, and Partner. Overall, your role will be crucial in ensuring customer satisfaction, quality improvement, and operational excellence through proactive analysis, coordination, and implementation of corrective actions to address customer complaints effectively.,