Quality Assurance Consultant

Description:

Cape TownKey Performance AreasManages and handles all Distributor / consumer related complaints which includes reactions and quality complaints through the portal.Processing and management of all Complaints / Reactions / Devices logged onto the PortalIndependently assesses and decides on validity / seriousness of complaints and escalates when necessary.Directly involved in the investigation process on certain quality related complaints / enquiries and is actively involved in the investigation until the matter / complaint has been resolved and communicated.Communicates investigation outcomes on quality complaints /queries in a scientific and analytical manner providing feedback on root cause and corrective action internally and to DistributorsResponds via email to reaction reports using experience and knowledge of product and application.Sources information pertaining to complaints from appropriate departments or person.Raises deviations when necessary.Responds and resolves queries, disputes and complaints within 24 hours and maintains accurate confidential records of the queries, resolutions and will notify management when required.Closely monitors complaint trending on quality complaints.Reports any spike in complaints regarding a quality defect promptly to the Quality Assurance Manager.Provides guidelines / advice to Distributors on validity of complaints requesting further evidence when required and manages control of Destruction Certificates accordingly.Distributes, controls, and summarizes the results of the Customer Satisfaction Survey sent to Distributors.Manages box replacements to ensure they are processed and delivered on time and in full and ensures backorders are communicated.Reports irregularities and other non-conformities relating to customer complaints which forms part of the continual quality improvement process.Carries out all tasks according to relevant Standard Operating Procedures which are obtainable in each department.Maintains statistics, generates, and submit reports timeously by extracting from the Distributor Portal, company websiteProvides monthly reporting to Quality Assurance Manager.Provides reporting when requested and required for complaint trending.CompetenciesComputer literate in Microsoft excelPowerPoint and WordIndependentAttention to detailAccuracyAbility to effectively manage quality complaints in terms of the investigation processExcellent report writing and communication to Distributors / Customers via email or telephonically is essentialSelf-motivatedMeets deadlines on tasks and KPA’s timeouslyCustomer Care and excellent verbal telephonic (communication) skillsRelevant Environ product and skincare knowledge advantageousProblem-solving skills on Quality Assurance issuesAdministrative capabilitiesData analysis and reporting skillsProfessionalismDetermination to resolve and complete tasksWillingness to address challenging situationsShows interest and enthusiasm towards workTeam playerQualifications & Experie