Quality Coordinator (Fault Tracking/Resolution)
AT Global, Philippines
Job Description
Location: Remote
We are looking for a Quality Coordinator, to join our team following our continued growth and focus on quality, and fault tracking, we aspire to be the customers choice and to achieve this our reliance on quality is key!
The successful candidate will be responsible for continually improving the end customer experience for a dedicated portfolio of products: identifying, organising, analysing and solving product and manufacturing issues. While overseeing a large number of distinct product SKUs as part of this customer experience journey, you will use data analysis to ensure your work is continually aligned with the business priorities and profitability.
You will establish methods and cross-functional relationships to capture as much customer feedback as possible, ensuring that new issues are identified at the earliest possible time and product fault case files are created, and owned throughout the process of resolution. This clear ownership will be evidenced by improved customer quality metrics such as reviews, returns and other feedback.
Do you want your findings to have a key impact on the overall success of your organisation --- then, this is the position for you!
If you’d like to join a company that has doubled in revenue and size each year for four years in a row, with a flat hierarchy, an idea meritocracy as their north star to make decisions and belongs to the top 10 Amazon seller companies in the world then let’s look at what we’ve achieved together a year from now.
Here’s what happened in your first year:
- You have full ownership of all your assigned products such that any significant changes in customer satisfaction are identified before they impact set KPIs.
- All identifiable product quality defects in legacy products have been resolved.
- You have an efficient and scalable process for fault (customer issue) data collection and case management.
- All purchasing team associates and suppliers are engaged in the open cases and actively working to resolve them.
- Through your quality issue resolution work, you have met or exceeded all the following KPIs for products under your management:
- Mean Amazon review: gt;=4.5 stars across all products at any given time
- Number of low rated products: 90% of products have less than 10% ratio of 3 stars or less in Amazon reviews
- Quality complaint to sales ratio: Decreasing quarter to quarter
- Number of verified product or process improvements: Average of more than 3 implemented per week.
- Your proactive, reflective and service-focused attitude has allowed you to build positive relationships with stakeholders across the organization, resulting in you being a respected and trusted SME within your area of expertise.
- Having built up a cache of knowledge and understanding of key business needs, you are independent in your ability to initiate new work and make responsible decisions.
What you will do:
- Collect, record and organise all information necessary to resolve product quality faults.
- Monitor product customer reviews, complaints, returns and other related data to identify exceptions.
- Monitor products for safety risks and escalate to leadership for corrective action.
- Analyse customer communications to dig out potential root causes and solutions.
- Coordinate returned customer samples to suppliers and testing labs for analysis.
- Communicate product issues to suppliers and follow up until effective resolution is achieved.
- Research and understand end customer product usage and needs.
- Schedule on-site factory inspections and review results.
- Guide and train Yellapro Customer Service on product usage, known issues and troubleshooting.
- Advise cross-functional teams on strategy and process to prevent and mitigate product quality faults while launching new products to market.
- Issue regular performance reports to leadership.
Requirements
- An experienced Quality / Product / QC having gained a few years of experience from the CPG sector.
- Exposure to QC reports, sample testing, Trials, shelf life, taking ownership of the products.
- Knowledge of the technical standards amp; product quality expected by customers.
- Excellent stakeholder management, and the ability to communicate effectively with suppliers to resolve discrepancies, advocate consumer feedback on product quality.
- Drive, passion and dedication is key for success in this position.
- Analytical - able to use data to extract relevant information and identify and resolve issues logically.
- Great Excel skills and a love for numbers.
- Decision maker, someone who can work autonomously.
Benefits
- A supportive, diverse and global team with a b