Customer Complaints & Quality Associate

Primary Responsibilities:

Complaint Documentation and Routine Processes

1. Maintain and update the complaints database.
2. Ensure accurate and timely documentation of complaints through closure.
3. Generate routine charts and graphs for historical and trend analysis.
4. Facilitate the physical dispatch of retrieved complaint samples to the originating plant.
5. Monitor the status of dispatched complaint samples and ensure proper receipt.
6. Monitor the turnaround time of product retrievals, from receipt of the complaint through retrieval, dispatch to the originating plant, and submission to the testing laboratory

Third-Party Courier Processes

1. Track scheduled product retrievals and ensure timely completion.
2. Conduct follow-ups on pending or delayed retrievals.
3. File Statements of Account (SOAs) and prepare waybill summaries.
4. Monitor and review SOAs submitted by third-party couriers for accuracy and completeness.

Reporting Team

• Reporting Designation: Logistics and Commercial Quality Assurance Manager
• Reporting Department: Quality Assurance

Educational qualifications preferred

• Category: Bachelor’s Degree
• Degree: Bachelor’s Degree in IT, Food Technology, Chemistry, Biology, Quality Management, or other Science-related courses, preferably with experience in QA within the FMCG or food manufacturing industry.

Required work experience

• 2-3 years of relevant experience in consumer complaint handling, Quality Assurance, logistics coordination, or a related field.
• Experience in complaint documentation, case monitoring, sample retrieval, and coordination with internal and external stakeholders is an advantage.
• Background in quality assurance, trade audits, product quality, or FMCG/food manufacturing is preferred.