Job Description
Role & responsibilities
Job Description Senior Quality Control Engineer (Customer Complaints)
Company: Viva Composite Panel Pvt. Ltd.
Position: Senior Quality Control Engineer
Experience: 5 to 7 Years
Location: Delhi
Job Summary
The Senior Quality Control Engineer Customer Complaints will be responsible for managing, investigating, and resolving customer quality complaints related to Aluminium Composite Panels (ACP) and other building material products.
The role will involve detailed complaint investigation, Root Cause Analysis (RCA), CAPA implementation, 8D problem solving, coordination with Production, R&D, Technical Service and Sales teams, customer/site visits, and ensuring timely complaint closure.
The position will also contribute to reducing recurring quality issues and improving overall product quality and customer satisfaction.
Key Responsibilities
1. Customer Complaint Management
- Receive, review, investigate, and track customer complaints related to product quality.
- Maintain accurate customer complaint records and complaint tracking systems.
- Coordinate with Sales, Technical Service, Production, QA/QC and R&D teams for effective complaint resolution.
- Ensure timely closure of customer complaints within defined TAT.
- Communicate investigation findings and corrective actions to customers and internal stakeholders.
- Monitor pending complaints and follow up regularly until closure.
2. Root Cause Analysis & CAPA
- Conduct detailed Root Cause Analysis using 5 Why, Fishbone Diagram, 8D and other quality tools.
- Identify the actual cause of customer complaints through systematic investigation.
- Recommend and implement appropriate Corrective and Preventive Actions (CAPA).
- Monitor CAPA effectiveness and ensure recurrence prevention.
- Coordinate with relevant departments for implementation and verification of corrective actions.
3. Product & Process Investigation
Investigate customer complaints related to:
- Colour variation
- Coating defects
- Delamination issues
- Surface finish defects
- Thickness variation
- Peel strength failures
- Installation-related concerns
- Other product performance and quality-related issues
- Coordinate plant inspections, product testing and technical investigations to validate findings.
- Review production and quality data to identify possible causes of product failures.
- Work closely with Manufacturing and R&D teams to identify process or product-related issues.
4. Customer & Site Support
- Visit customer locations and project sites whenever required for complaint investigation.
- Conduct on-site inspection and collect relevant technical information and samples.
- Prepare technical reports covering observations, findings, root cause and corrective actions.
- Provide technical support to Sales and Application teams regarding customer quality concerns.
- Explain technical findings and corrective actions to customers wherever required.
5. Quality Improvement
- Identify recurring customer complaints and initiate quality improvement initiatives.
- Analyse complaint trends and identify areas requiring corrective action.
- Work with Manufacturing and R&D teams to improve product quality and performance.
- Recommend process improvements based on complaint analysis and field feedback.
- Track the effectiveness of improvement initiatives.
6. Documentation & Reporting
- Maintain complaint investigation reports, CAPA records and customer communication records.
- Prepare monthly MIS reports covering customer complaints and quality performance.
- Analyse complaint data and identify trends, recurring issues and improvement areas.
- Present complaint analysis and corrective action status to management.
- Ensure proper documentation and closure of all customer complaints.
Technical Skills
- Customer Complaint Handling
- Root Cause Analysis (RCA)
- CAPA Management
- 8D Problem Solving
- 5 Why Analysis
- Fishbone Diagram
- Quality Data Analysis
- Technical Report Preparation
Industry Experience Preferred
Experience in any of the following industries will be preferred:
- Aluminium Composite Panels (ACP)
- Paints & Coatings
- Metal Processing
- Building Materials
- Laminates
- Manufacturing / Engineering Products
Preferred candidate profile
Key Performance Indicators (KPIs)
- Customer Complaint Closure Time
- Customer Satisfaction Score
- Reduction in Repeat Complaints
- CAPA Effectiveness Rate
Qualifications
- Bachelor's Degree in Mechanical, Chemical, Production, Industrial Engineering or a related field.
- Strong practical knowledge of quality control and customer complaint management.
- Good analytical, problem-solving and communication skills.
Experience
- 57 years of overall experience in Quality Control / Quality Assurance.
- Minimum 5 years of hands-on experience in handling customer complaints within a manufacturing environment.
- Experience in investigating product quality issues, conducting RCA and implementing CAPA is essential.
- Experience in ACP, building materials, coatings, metal processing or related manufacturing industries will be preferred.
Key Competencies
- Strong analytical and problem-solving ability
- Customer-oriented approach
- Good communication and coordination skills
- Strong investigation and decision-making skills
- Ability to work with cross-functional teams
- Good technical documentation and reporting skills
- Willingness to travel to customer/project sites when required