Customer Quality Manager

Job Summary

We are seeking an experienced and customer-focused Customer Quality Manager to lead customer quality assurance activities, regulatory compliance, complaint management, and continuous improvement initiatives. This role serves as the primary liaison between customers and internal departments to ensure products, processes, and services consistently meet customer requirements, industry standards, and regulatory expectations.

The successful candidate will drive customer satisfaction through effective quality management, complaint resolution, audit coordination, change control management, and packaging compliance while supporting cross-functional improvement projects.

Key Responsibilities

1. Customer Quality & Regulatory Compliance

• Implement and maintain customer-specific quality standards, requirements, and expectations throughout the organization.

• Monitor and update customer and global environmental compliance requirements.

• Manage and respond to customer quality questionnaires and technical quality inquiries.

• Ensure products comply with RoHS, REACH, and other applicable regulatory requirements.

• Coordinate and conduct mock recall exercises and product traceability programs.

• Develop, implement, and maintain quality audit programs related to customer and regulatory requirements.

• Coordinate change control activities involving new materials, products, machinery, packaging, and process qualifications.

• Support validation activities and ensure customer approval requirements are fulfilled.

2. Customer Complaint Management & Satisfaction

• Serve as the primary contact point for customer quality-related matters.

• Investigate customer complaints in collaboration with Production, Quality, Engineering, Manufacturing Technology, PMC, and other relevant departments.

• Lead root cause analysis, corrective actions, and preventive actions (CAPA) for customer complaints.

• Monitor and verify the effectiveness of implemented corrective actions.

• Prepare and submit customer complaint reports, including 8D and other customer-required documentation.

• Coordinate customer visits, audits, and quality reviews.

• Collect customer feedback and prepare customer satisfaction surveys, analysis reports, and improvement recommendations.

3. Product, Packaging & Artwork Quality Management

• Support packaging and artwork development activities to ensure compliance with customer specifications and regulatory requirements.

• Coordinate packaging and artwork sample submissions to customers and suppliers.

• Evaluate packaging materials and ensure compliance with quality, safety, and customer requirements.

• Collaborate with Planning and Procurement teams to manage packaging material changes and supplier qualification activities.

• Support validation and approval processes for new packaging materials and sources.

4. Quality Improvement & Documentation

• Develop, review, and maintain work instructions, procedures, and quality documentation related to customer complaints, customer satisfaction, packaging evaluation, and compliance activities.

• Participate in cross-functional quality and process improvement projects.

• Drive continuous improvement initiatives aimed at enhancing customer satisfaction, product quality, operational efficiency, and regulatory compliance.

• Support internal and external audits and ensure timely closure of audit findings.

• Prepare quality performance reports and provide recommendations for improvement.

Requirements

• Bachelor's Degree or Master's Degree in Engineering, Science, Quality Management, or a related discipline.

• Minimum 5 years of relevant experience in Customer Quality, Quality Assurance, Quality Management, or a related manufacturing environment.

• Strong knowledge of quality systems, customer requirements, regulatory compliance, and continuous improvement methodologies.

• Experience in handling customer audits, complaints, corrective actions, and quality documentation.

• Excellent communication, problem-solving, and stakeholder management skills.

• Self-motivated, independent, and able to work effectively in a cross-functional environment.

• Ability to communicate in Mandarin is an added advantage.

• Candidates who can join immediately will have an added advantage.

Key Competencies

• Customer Relationship Management

• Quality Management Systems (QMS)

• Regulatory Compliance (RoHS, REACH)

• Root Cause Analysis & CAPA

• Change Control Management

• Customer Complaint Resolution

• Audit Management

• Product Traceability & Mock Recall

• Cross-Functional Collaboration

• Continuous Improvement

• Problem Solving & Decision Making

• Effective Communication & Stakeholder Management

Kindly contact Ms Rachel at +6019-772 2619 for further details or send your resume to [rachel.gan@cityrecruit.com.my]

or

Kindly contact Mr Sashi +6012 585 5453 for further details or send your resume to [crcs-my-recruitment2@cityrecruit.com.my]