Senior Quality Specialist

Job Description

• Participate in maintaining the Company standards fulfilled within all the company’s departments.
• Ensures complaints are completed within timelines and investigation outcomes are reported to customers.
• To ensure all policies and procedures relating to customer complaints are followed and are adhered to and documented within the company.
• To be responsible for investigation, resolution, and reporting of all customer-related complaints.
• Participate in conducting periodic internal audits.
• Prepare reports for department managers and the quality manager to control the process.
• Handle daily deviation between departments.
• Monitor’s complaint metrics for trends and ensure high risk/systemic issues are identified and escalated accordingly
• Works with Partners to initiate and review complaint investigations for adequate root cause analysis and appropriate implementation of corrective actions.
• Perform documentation activities and provide complete feedback to raised departments including cases related to each, action is taken, root causes, feedback, and hot to eliminate the root cause.
• Ensure the highest quality of resolution for the complaints to avoid complaint repetitionandManage the complaint investigation process end-to-end.
• Work with other teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment.
• Recommend improvements in the quality systems to ensure that the quality system is efficient and effective controls are in place to minimize risk.
• Complete projects in a timely manner and consistent with corporate objectives.