MAIN RESPONSIBILITIES
⚫ Act as the point of contact for handling consumer complaints and gathering voice-of-consumer feedback, working collaboratively with an outsourced call center.
⚫ Organize, analyze, and report key quality data, such as complaints, defects, and marketing insights through Consumer Experience Simulations.
⚫ Develop and implement impactful quality improvement plans across the end-to-end supply chain --- including external/co-manufacturing plants, warehouses, supply chain units, re-packers, and distributors.
⚫ Manage quality issues proactively through Corrective and Preventive Actions (CAPA) to drive excellence throughout operations.
⚫ Represent the local quality team in New Product Development (NPD) processes, audits, and quality issue resolutions.
⚫ Drive the deployment of group quality policies and localize the related training programs for the Business Unit (BU).
⚫ Provide critical support to the APAC Quality and Regulatory Affairs Director in local regulatory follow-ups, NPD support, and product data handling.
Key Performance Indicators>
⚫ Timely Reporting: Ensure timely reporting of consumer complaints and inspection results to distributors and internal teams within defined time frames.
⚫ Complaint Management: Smoothly handle consumer complaints and ensure timely updates via the company’s internal platform without escalation issues. Successfully report to group directors and regional teams.
⚫ Continuous Quality Improvement: Lead data collection and analysis for quality concerns across warehouses, plants, and repackers. Present insights during regular quality meetings and implement new improvement initiatives.
⚫ Defect and Inspection Oversight: Analyze defects found during inspections and collaborate with teams to create effective resolutions with no missed or delayed reports.
⚫ Data Accuracy and Timeliness: Submit high-quality quality data reports within deadline, ensuring no corrections or rework are needed.
⚫ Customer Inquiry Support: Provide accurate and timely responses to customer inquiries related to product quality and regulatory matters.
PROFILE FOR CANDIDATE
⚫ Education: A bachelor's degree in chemistry, Biology, or Food Science (or a related field) is required as a minimum.
⚫ Experience & Knowledge: A minimum of 5 years of quality management experience in the consumer or food industry. Candidates must be proficient in hygiene, environment, safety, supply chain management, and regulatory compliance.
⚫ Skills: Expertise in consumer service operations (direct or indirect) and handling quality concerns effectively.
⚫ Languages: Native or fluent in Japanese, and business level English (mainly reading/writing with occasional meetings with global stakeholders). Speaking French is a strong plus.