Role Summary:

We are looking for a highly customer-focused and emotionally intelligent professional to support the Commercial Quality and Quality Performance function. The incumbent will be responsible for coordinating end-to-end customer complaint management, maintaining complaint databases and dashboards, driving timely closure of RCA and CAPA actions with plant QA teams, managing sales escalations, and ensuring prompt communication with customers.

The role requires a professional who can balance customer expectations, sales team urgency, and plant-level quality realities while demonstrating strong interpersonal skills, ownership, and the ability to manage difficult conversations with maturity and professionalism.

Roles and Responsibility:

1. Customer Complaint Coordination

• Register and track all customer complaints in the complaint management system.
• Ensure complete documentation of complaints including photographs, samples, investigation reports, and customer communications.
• Monitor complaint ageing and drive timely closure.
• Maintain complaint status visibility for Sales, QA, Manufacturing, and Leadership teams.
• Follow up with concerned stakeholders to ensure adherence to complaint closure timelines.

2. RCA & CAPA Management

• Coordinate with Site QA Heads for completion of Root Cause Analysis (RCA).
• Ensure submission of Corrective and Preventive Action (CAPA) reports within agreed timelines.
• Review reports for completeness and ensure customer concerns are adequately addressed.
• Track effectiveness of implemented CAPAs and escalate delays where necessary.
• Support standardization of complaint investigation and reporting formats across plants.

3. Customer & Sales Escalation Management

• Act as the first point of contact for urgent quality escalations from Sales teams.
• Coordinate internally to secure quick responses and resolution plans.
• Ensure customers receive timely and professional communication.
• Handle challenging customer interactions with empathy and solution-oriented thinking.
• Maintain positive relationships with regional and zonal sales teams.

4. Quality Analytics & MIS

• Maintain centralized customer complaint databases.
• Prepare Fortnightly and monthly complaint MIS reports.
  • Complaint trends - PPM
  • Product-wise complaint analysis
  • Complaint ageing
  • Repeat complaints
  • Cost of Claims

Role Specific Competencies:

Strong proficiency in Excel, Power Automate, Power BI, and data analytics

Good knowledge of RCA tools – 5-Why, 6 Step, 8D and 7 QC tools

Understanding of quality systems and customer complaint management processes.

Ability to create dashboards and analytical reports.

Behavioral Traits:

·       High Emotional Intelligence (EQ)

·       Strong stakeholder management capability

·       Ability to influence without authority

·       Customer-first mindset

·       Strong ownership and accountability

·       Effective written and verbal communication

Core Values for the Role (Aliaxis Values):  Remove if not applicable to the role

• We Care – Ensure defect-free products and promptly resolve customer complaints.
• We Dare – Challenge the status quo to improve processes and systems to ensure consistent quality
• We Deliver – Ensure on-time deliveries and compliance with applicable standards.