Lead Quality Technique, Taloja

Qualification:

Degree in Metallurgy, Mechanical engineering

Six sigma Green or black belt. Must have completed more than 2 projects

Hands on experience in any of the following systems Lean , TPM, WCM, TQM

8-10 of years of experience in engineering / automotive / Metals industry

I) Role Overview:

The candidate will lead initiatives to standardize and enhance complaint handling procedures, drive root cause analysis, and implement quality improvement systems across multiple downstream plants. This role focuses on improving customer satisfaction, reducing complaint resolution time, and fostering a culture of accountability and continuous improvement in collaboration with cross-functional teams.

II) Position Context:

This role demands a proactive leader capable of streamlining quality processes, reducing complaint closure time, and enhancing overall customer satisfaction while driving systemic and cultural improvements.

III) Key Responsibilities:

1. Complaint Handling and Standardization:
• Standardize and implement complaint handling SOPs across all downstream plants, marketing, and logistics functions.
• Develop and deploy customer grievance management systems.
2. Complaint Resolution Time Reduction:
• Guide plants in timely complaint disposition and ensure swift resolution of sales returns.
• Collaborate with marketing, logistics, and accounts teams for seamless complaint closure, including pickup and credit note generation.
• Monitor and publish KPIs related to complaint resolution and customer satisfaction
3. Root Cause Analysis and Continuous Improvement:
• Drive CAPA (Corrective and Preventive Action) implementation and audit plants for sustained improvement.
• Conduct training sessions on RCA/8D methodologies and mentor Six Sigma and CI projects.
• Facilitate customer feedback collection and monitor long-term action plan effectiveness.
4. Management Information Systems (MIS):
• Prepare weekly and monthly quality performance reports for downstream plants.
• Review plant performance through regular calls and report findings to stakeholders.
5. Workshops, Training, and Summits:
• Plan and coordinate process workshops, monthly quality calls, and summits.
• Drive cross-functional and cross-plant knowledge sharing initiatives.
• Ensure meeting minutes and action plans are executed
6. System Implementation and Digitalization:
• Standardize and digitize quality management systems (e.g., LPA, MOC, NC).
• Develop dashboards to monitor and visualize quality KPIs.
7. Customer Satisfaction Initiatives:
• Improve Customer Satisfaction Score (CSS) and Net Promoter Score (NPS) through actionable feedback mechanisms.
• Interact with internal and external customers to resolve issues and enhance satisfaction.

IV) Skills:

• Proven experience in quality management, complaint handling, or customer satisfaction roles in a manufacturing environment.
• Expertise in RCA, 8D, CAPA, and Six Sigma methodologies.
• Effective leadership and stakeholder management abilities to drive cross-functional collaboration.
• Excellent organizational and communication skills for conducting workshops and summits
• Proficient in advanced Excel, data analysis, KPI dashboard creation, and preparing clear, impactful presentations
• Working experience in automotive industry would be an added advantage