The Customer Quality Specialist is in charge of a global domain with relations to all Customer Complaint (Delivery accuracy) & NCR (Non-Conformity Report)cases
The approach is derived from quality perspective & takes into consideration supply chain/business aspects.
Under his/her responsibility are the daily activities related to the cases as well as early detection of pandemics, periodical analysis, root cause & lessoned learnt - including managing continues improvements within the processes.
As part of the responsibility is also conducting presentations to logistic/ regional/ managerial forums -
A strong quality understanding is essential combined with excellent and inter-personal skills. Able to multi-task, collaborate with multiple interfaces and ability for independent decision making.
Acts as a team leader – managing the quality engineer team with relation to the business & operational goals of the domain
Roles & Responsibilities
Manage the day-to-day Customer Complaint (Delivery accuracy) & NCR (Non-Conformity Report) related topics
Processing cases after opening – review, set quality decisions (action items), follow up action items implementation, closure.
Periodical meeting with key parties to review open cases and to ensure handling (forwarders, CMs, Hubs)
Analyze the cases and set process that need to be improved
Manage the domain KPIs and present it on periodically base
Work closely with IT – to ensure the tools are suit to the requirements
Work closely with all cases related functions to make sure issues are addressed and resolved
Responsible to set and implement related procedures within the company
Minimum of 3-4 years’ experience in Quality/Customer success
Telecom Technical knowledge – advantage
Strong process orientation: well-structured and well organized, ability to manage multiple tasks
Data and process analysis abilities – ability to identify pandemic issues and ability to set improvements actions following analysis insights
Excellent verbal and written English communication skills
Self-motivated, high integrity, professionalism, and with the ability to work well with multiple interfaces
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