- Participate in maintaining the Company standards fulfilled within all the company’s departments.
- Ensures complaints are completed within timelines and investigation outcomes are reported to customers.
- To ensure all policies and procedures relating to customer complaints are followed and are adhered to and documented within the company.
- To be responsible for investigation, resolution, and reporting of all customer-related complaints.
- Participate in conducting periodic internal audits.
- Prepare reports for department managers and the quality manager to control the process.
- Handle daily deviation between departments.
- Monitor’s complaint metrics for trends and ensure high risk/systemic issues are identified and escalated accordingly
- Works with Partners to initiate and review complaint investigations for adequate root cause analysis and appropriate implementation of corrective actions.
- Perform documentation activities and provide complete feedback to raised departments including cases related to each, action is taken, root causes, feedback, and hot to eliminate the root cause.
- Ensure the highest quality of resolution for the complaints to avoid complaint repetition and Manage the complaint investigation process end-to-end.
- Work with other teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment.
- Recommend improvements in the quality systems to ensure that the quality system is efficient and effective controls are in place to minimize risk.
- Complete projects in a timely manner and consistent with corporate objectives.
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