Quality Manager

Customer complaint handling, escalation, and moderation

• Active owner, driver & support of root cause analysis of complaints and non-conformances for customers in MEA region.
• Lead 8D resolution and act as 8D process owner to coach & challenge stakeholders both on content as on structure, to ensure 8D resolution to customer satisfaction and that the company s overall maturity of running 8D methodology increases year on year.
• Conduct 8D training and coaching sessions on region & global level and provides support on 8D methodology related questions.
• Support the region in coordinating, guiding, and handling customer claims, to track resolution and establish a system to record the activities.
• Establish regular claim reviews with teams to identify repetitive / systemic issues, escalation needs and drive resolution.
• Guides loose issues into the agreed complaint handling process flow.
• Where necessary, act as bridge between the Regions and the Business Lines, Manufacturing and Supply Chain for the resolution of quality issues.
• Drive corrective and preventive actions via timely communication with Product Management and Engineering Change process.
• Ensures that all major issues are addressed in correct manner (8D-method, reporting, ownership, team set-up, provisions, ), either on global or on local level and that management is kept informed of critical issues, as required.

Quality performance monitoring & reporting

• Facilitate global 8D-cockpit. Compiles the meeting agenda, lines up the required attendees, guides & moderates the meeting. Challenges 8D team leaders & management where necessary on chosen directions. Documents decision & actions, communicates them, and comes back on them when needed.
• Ownership & review of monthly reports of key KPI (i.e. NCC (non-conformance costs), CAR closure rate, audit adherence, etc.).
• Communication of the Quality performance with the management team and driving continuous improvement via corrective action follow-up.

Quality management systems

• Develop QHSE plans for customer turn-key projects & support the set-up and maintenance across MEA.
• Develop process documents and guidelines to complement the existing Global QMS.
• Develop and perform quality training to Project teams.
• Perform internal audits on Project Sites to assist the Project teams in proper implementation of established processes and selected software solution.
• Establish a Document Management System for the Region and support implementation.
• Lead and host audits by third-parties (customers, certification bodies, etc.), where required.
• Share and maintain the Quality portal hosting the global QHSE management systems with regions.
• Liaise with global QM workgroup for definition and implementation of global guidelines, rules and structure.

Business Excellence & Continuous process improvement

• Drive process improvement and simplification by analysis of existing business processes to find risks and opportunities and to determine root causes.
• Drive change across the organization and act as internal advisor to support departments. Incorporating Six Sigma practices, the goal is to facilitate progress and reduce costs, focusing on effectiveness, efficiency, customer and user experience.
• Coordinate and lead projects for improvement across the organization.
• Monitor progress of corrective actions in order to check if changes yield desirable results.