Team Member - Customer QA

Job Description

Org Structure 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 " 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