Group Quality Manager

Group Quality Manager

Job Description

1. Lead Quality & Compliance Across Borders (ensure maintenance of key certification, setup SOP, DIT control standard, sub-con control standard)

1. Develop, implement, and maintain our Quality Management System (QMS) to meet ISO 9001, TAPA, and customer-specific standards.
2. Ensure our Standard Operating Procedures (SOPs) are practical, up-to-date, and followed consistently across all countries.
3. Coordinate and prepare teams for external audits, customer assessments, and certifications.
4. Monitor performance, highlight risks, and work closely with leadership to keep operations compliant and efficient.

2. Handle Customer Complaints and Accident case investigation

1. Act as the main contact point for customer complaints involving service delays, cargo handling, or documentation errors.
2. Lead root cause analysis using 8D, 5-Why, or Fishbone techniques to identify causes and implement Corrective and Preventive Actions (CAPA).
3. Track complaint trends and ensure preventive actions are effectively communicated to relevant departments.
4. Coordinate with Customer Service (CS) to ensure customers are promptly informed of investigation outcomes and improvement measures.

3. Accident, Incident & Cargo Claim Handling

1. Lead or oversee investigations of accidents, cargo loss, or damage incidents across the group.
2. Conduct detailed root cause analyses and ensure findings are documented and verified for effectiveness.
3. Evaluate insurance claim procedures - verify root cause reports, supporting documentation, and cost justification.
4. Coordinate with insurance providers and internal stakeholders to ensure timely claim submission and follow-up.
5. Inform Customer Service (CS) of the investigation results and corrective actions for communication with affected customers.
6. Monitor trends in accidents and claims to identify risk patterns and propose preventive improvement actions.

4. Cross-Border Quality Assurance -enforce standard, quality audit

1. Oversee quality and process control for customs clearance, transit operations, and documentation accuracy across countries.
2. Ensure operational consistency between Malaysia, Thailand, Vietnam, and China in compliance and service performance.
3. Develop route-level KPIs (on-time delivery, documentation accuracy, border clearance efficiency).
4. Coordinate with country teams to address recurring quality or compliance issues.

5. Continuous Improvement & Lean Practices

1. Promote and lead continuous improvement initiatives using Kaizen, 5S, and Lean methodologies.
2. Conduct 5S audits and improvement projects to enhance workspace organization, process efficiency, and safety.
3. Identify operational inefficiencies and lead process re-engineering to enhance service reliability.
4. Share best practices and standardize improvement projects across regional operations.

6. Training, Awareness & Team Development

1. Conduct training sessions on ISO/TAPA standards, QMS procedures and CAPA for all relevant departments.
2. Build strong awareness of quality, safety, and compliance among operations and customer-facing teams.
3. Guide and mentor the team to ensure group-wide consistency.

Qualifications

1. Bachelor's Degree in Quality, Engineering, or Logistics.
2. Certified ISO 9001 Internal Auditor TAPA / ISO 14001 / ISO 45001 certifications preferred.
3. At least 3 years experience in quality management within logistics or transportation.
4. Skilled in RCA, CAPA, 8D, Fishbone, and continuous improvement tools (Kaizen, Lean, 5S).
5. Proven experience in accident/incident investigation, insurance claim review, and customer complaint handling.
6. Experienced in cross-border operations (Malaysia, Thailand, Vietnam, China).
7. Strong leadership, communication, and analytical skills.
8. Proficient in Excel / Power BI systematic, proactive, and willing to travel regionally.