Quality Assurance and Customer Service Lead

3 weeks ago


Singapore Triton AI Pte Ltd Full time
  • Min 5 years of experience in Quality Assurance 
  • Must have knowledge and understanding of ISO 9001, ISO2000, ExCiPAT or similar quality systems 
  • Experience in facing quality audits.
  • Comfortable to work at Jurong Island. (Work Hours: 8.30am-4.45pm)
Job Description
  • Analyze information provided during complaint intake to provide concise event descriptions and product information.
  • Lead investigation, completion of 8D report, and documentation in SAP.
  • Maintain effective relationships with personnel dealing with customer complaints.
  • Follow up closely on each received complaint and communicate corrective and preventive actions clearly to customers.
  • Raise, authorize, and action aged stock/lost business/product recall returns according to defined procedures.
  • Log customer complaints accurately into SAP daily, ensuring compliance with defined standards.
  • Seek clarification from originators when necessary and assign complaints to the correct geographical coordinator.
  • Maintain communication with other complaints coordinators globally.
  • Perform statistical trending of complaints and initiate improvement actions.
  • Ensure accuracy of complaint dashboard data and highlight areas of concern.
  • Proactively identify areas for improvement in the complaints and returns process and engage stakeholders for process changes.
  • Assist in batch release and secondary record check for compliance.
  • Co-lead and participate in audits (internal, external, customer) and maintain Croda Singapore management system.
  • Organize process-related training as needed.
  • Participate in HQ and complaint meetings and contribute to business improvement initiatives.
  • Undertake any other assignments appointed by Quality Manager.
Requirements
  • Degree in engineering or chemistry (BS Chemical Engineering / Chemistry) or equivalent
  • 5 years plus working experience in quality such as handling customer complaint and Quality Assurance.
  • Knowledge and understanding of ISO 9001, ISO2000, ExCiPAT or similar quality systems and experience in facing quality audits.
  • Strong understanding of the principles of customer complaint management practices, and corrective action /
  • preventive action outcomes
  • Good working knowledge of manufacturing and supply chain processes.
  • Be able to prioritise work load.
  • Key attributes: Attention to Detail, Tenacity, Judgement, Planning and Organising, Problem Analysis
Triton AI Pte Ltd
Registration Number: R1980724
EA: 21C0661



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