Job Overview:The Quality & Complaints Desk Lead is responsible for overseeing the Quality Management and managing the complaints desk within Operations. This role requires attention to detail, strong organizational skills, and a commitment to continuous improvement in quality processes and customer satisfaction. The Lead will collaborate with cross- functional teams to ensure compliance with regulatory requirements, drive efficiency in complaint handling processes, and promote a culture of quality excellence throughout the organization. This role requires strong leadership, strategic thinking, and a customer-centric mindset to achieve organizational objectives and deliver outstanding customer experience. This also covers guiding leaders and teams leveraging on best practices, technology and fostering collaboration across functions to achieve team goals.
Develops, implements, and maintains Quality Policy per ISO 9001 standards.
- Handles quality-related complaints, ensuring prompt resolution in line with regulations.
Leads a team managing complaints, from investigation to closure and CAPA.- Collaborates across teams to resolve quality issues and improve processes.
Conducts audits to enhance Quality team performance and ensure standards compliance.
- Analyzes complaint data to identify trends and recommend preventive actions.
Presents quality metrics and improvement initiatives to senior management.- Interfaces with stakeholders and notified bodies for regulatory support.
Guides staff on quality procedures, complaint handling, and regulatory compliance.
- Stays updated on industry trends and regulatory changes to drive improvements.
Education Bachelor's degree in Industrial Engineering, Operations, Quality Management or any related field.
- Experience at least 5 years relevant experience on a service oriented industry with a proven track record of success in leadership roles.
Certifications/licenses Lean Six Sigma background (or its equivalent), QMS certification an advantage but not a requirement.
- Technical / functional skills
: Strong knowledge of Issue Resolution, Operations Excellence methodologies, Quality management principles, standards, and regulatory requirements; Proven experience in Complaint Handling, Risk & Compliance, Root Cause Analysis, and Corrective Action implementation.
- Business Skills: Leadership & Team Management, Change Management, Communication & Influencing skills, interpersonal skills, with the ability to inspire and motivate teams; Ability to effectively collaborate with cross-functional teams and influence stakeholders at all levels of the organization; Detail-oriented with strong analytical and problem-solving abilities.
Job Type: Full-time
Pay: Php80,
- 00 - Php95,000.00 per month
Benefits: - Life insurance
Work from home
Schedule:
Day shift
Ability to commute/relocate:- Makati City: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):- Are you willing to take a basic salary offer not higher than 95k
Education:
Bachelor's (Required)
