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MISSION
To ensure the effective implementation and continuous improvement of quality systems within the region and BU, in alignment with global standards. This role drives cross-functional initiatives to reduce quality costs, enhance customer satisfaction, and uphold compliance through rigorous oversight, performance monitoring, and stakeholder collaboration.
PRIMARY RESPONSIBILITIES
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1. Quality Strategy & Systems Management
- Design and implement global quality systems and processes tailored to the business perimeter, ensuring alignment with corporate standards and regulatory requirements.
- Continuously monitor and improve quality systems by analyzing performance data, identifying gaps, and implementing corrective and preventive actions.
- Conduct regular reviews of quality processes to ensure they remain effective, efficient, and aligned with evolving business needs and customer expectations.
2. Performance Improvement & Operational Excellence
- Collaborate with Operational Excellence and Industrial teams to identify key drivers of Cost of Poor Quality (COPQ) and implement targeted improvement initiatives.
- Use data-driven methodologies (e.g., Six Sigma, Lean) to analyze root causes of inefficiencies and drive sustainable improvements.
- Track and report on the impact of improvement programs, ensuring measurable reductions in COPQ over time.
3. Customer Satisfaction & Complaint Reduction
- Work cross-functionally with Supply Chain and Commercial teams to analyze customer feedback and complaint trends.
- Develop and implement action plans to reduce Customer Claims (CCR) and improve Net Promoter Score (NPS).
- Ensure timely resolution of customer issues and integrate learnings into product and process improvements.
4. Quality Reporting & Analytics
- Lead the development and maintenance of global dashboards and reporting tools to monitor quality KPIs.
- Prepare and present monthly executive summaries and operational reports to senior leadership.
- Coordinate annual management reviews, providing insights into trends, risks, and opportunities for improvement.
5. Audit & Compliance Management
- Develop and execute a comprehensive audit and certification plan, covering internal, customer, external, and supplier audits.
- Ensure audit readiness by maintaining up-to-date documentation, training, and compliance records.
- Lead investigations into major customer complaints and assess risks associated with significant changes or non-conformities.
- Coordinate audit responses and follow-up actions to ensure timely closure of findings.
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