Quality Management Specialist (Chuyên Viên Quản Lý Chất Lượng & Call Center)

Job Title: QUALITY MANAGEMENT SPECIALIST
Country: Vietnam - Ho Chi Minh city
Position Type: Regular
Immediate Superior (title): Quality Management Supervisor
Immediate Subordinates (title): Non
Key Job Purpose:
• To be responsible for operating the call center
• To be responsible for handling and monitoring customers' complaints and feedback.
• To Handle Re-labelling process
• To support maintaining the QMS according to ISO 9001 standard.
• To be responsible for workplace safety, health, and environment (if required)
Summary of Functional Duties & Responsibilities:
1. Operating the Call Center
- Answer incoming call and reply to emails regarding customer inquiries / complaints
- Forward requests to the department/PIC that supports resolving customer inquiries / complaints and response to customer
- Update progress of handling customer inquiries / complaints and reports
- Record, analysis and report to management team on trends of customer calls
2. Complaint handling
- Handle customer complaints
- When the complaint is going to be the issue, collect enough information and actual stuffs for the investigation
- Keep contact with the complaint sender by closing the issues.
- Explain the conclusion effectively and timely until close by the customer/business partner, not spare any effort to be customer satisfaction
- To track, report and manage customer quality complaints together with Customer Care until settled.
- To implement FCA/FSCA with Service team and business partners. In case of the reportable AE to the authorities, support the Regulatory Affairs department until the case is closed.
3. Customer Survey
- Conduct annual customer survey, creating report
- Conduct customer survey after completion of WO as required
- Coordinate with relevant departments to implement, follow-up and update actions to address customer expectations during customer survey and monitor Customer Satisfaction
4. Maintaining QMS according to ISO 9001 standard.
- To maintain Document Control System
- To participate in Internal Audits, Supplier Audits, Dealer Audit and coordinate with relevant department to implement appropriate actions for closure of finding.
5. Handling Re-labelling process
- Coordinate with relevant stakeholders and ensure labelling process are in place and appropriate authorization is provided by RA on label content.
- Coordinate with RA to manage sub-label.
- Issue labelling work instruction and ensure implementation in Third-Party Vendor.
6. Workplace Safety, Health, and Environment (If required)
- Establish and implement work safety procedures for the office.
- To ensure compliance with all necessary regulations such as a poison license and hazardous substance license.
- Establish and implement work safety procedures for office
7. Other assigned task by organization or line supervisor.
Authorize:
• To work with heads of other departments to carry out coordination functions, duties and powers under the provisions of the Company.
• To use equipment and facilities of the Company to serve the purpose of completing the task.
• To enjoy the full benefits stipulated in the labor agreement and labor law.
• To refuse to perform the tasks assigned by Manager/ Superiors which not in conformity with the law.