General Overview

Functional Area: Quality (QUA)
Career Stream: Operations Quality (OPQ)
Role: Consultant 1 (CO1)
Job Title: Consultant, Operations Quality 1
Job Code: CO1-QUA-OPQ
Direct/Indirect Indicator: Indirect

Summary

Provides Quality oversight and support to the site in administering Quality Management System and associated quality modules, along with supporting the operation teams towards achieving their quality performance targets, aligned to strategic initiatives.

Detailed Description

Key Responsibilities

Customer Advocacy:Act as the primary technical interface for quality-related issues, maintaining relationships to improve customer satisfaction.
Complaint Resolution:Lead investigations into customer complaints, conducting root cause analysis (RCA) and implementing corrective/preventive actions (CAPA).
Quality Audits & Compliance:Conduct regular customer audits, maintain compliance with industry standards (e.g., ISO, FDA), and ensure internal procedures meet customer requirements.
Data Analysis & Reporting:Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), defect rates, and returns, producing regular reports for management.
Continuous Improvement:Identify trends in customer feedback to drive improvements in manufacturing, product design, or service delivery.
Documentation:Maintain accurate documentation, including inspection reports and quality certificates.

Requirements

Experience:Generally 10+ years in quality management, with experience in customer-facing roles within manufacturing or relevant industries.
Skills:Strong analytical, problem-solving, and communication skills.
Knowledge:Proficiency in Quality tools (SPC, FMEA, 8D, Pareto) and ISO standards.
Education:Bachelor's degree in Engineering, Quality Management, or a related field.

Key Competencies

Interpersonal Skills:Ability to manage high-pressure situations and negotiate solutions for customer needs.
Attention to Detail:Rigorous approach to inspecting and validating product quality.
Leadership:Capable of leading cross-functional teams to resolve quality issues

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

Customer Quality Manager