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).
qualifications
* advanced english.
* visa b1.
* minimum of 2 years' experience as a quality engineer.
* experience with iso 13485 and fda qsrs.
* experience in handling customer complaints.
* ability to analyze situations thoroughly, identify potential problems, find and implement effective solutions.
* hands‑on experience implementing and using statistical methods throughout various aspects of product realization, including but not limited to the use of minitab, pfmea, doe and gage r&r methodologies.
* developing quality control systems.
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