Quality Coordinator

Overview

The Quality Coordinator is tasked with overseeing and upholding the quality standards of products and services to boost customer satisfaction and ensure adherence to regulatory as well as company guidelines. This role partners closely with commercial teams, pinpointing areas that require improvement, implementing quality control practices, and coordinating corrective measures to guarantee consistent quality across products, processes, and services.

Key Responsibilities

• Conduct routine inspections of commercial products and services to verify conformity with company quality criteria and specifications.
• Collaborate with suppliers and vendors to resolve any quality-related issues.
• Investigate customer complaints concerning product or service quality, identify root causes, and work with teams to apply corrective actions preventing recurrence.
• Maintain accurate records of quality standards, audit results, and corrective actions ensuring compliance with applicable laws, industry benchmarks, and internal policies.
• Assist continuous improvement efforts by analyzing relevant data, locating enhancement opportunities, and recommending process modifications to boost efficiency, cut costs, and elevate customer satisfaction.
• Work alongside purchasing staff to evaluate and monitor supplier quality performance, ensure their compliance with company standards, and support auditing activities.
• Provide training on quality standards, policies, and procedures to employees and support teams, fostering a culture focused on quality within departments.

Key Performance Indicators (KPIs)

• Achieve an average resolution timeframe of seven working days for customer complaints.
• Maintain product return rates at or below the target specified by management.
• Ensure full compliance (100%) with applicable regulatory and company quality standards.
• Achieve set targets for supplier quality compliance as determined by management.
• Execute the targeted number of quality improvement initiatives annually as per management’s goals.

Qualifications and Experience

• Diploma or Bachelor's degree in a relevant field.
• Minimum of one to two years’ experience in quality assurance, compliance, or a comparable role within a commercial or retail setting.
• Preferred certifications include Certified Quality Lead Auditor, Certified Quality Technician, or similar credentials.

Skills and Abilities

• Proficiency with quality management systems (QMS), ISO standards, and data analysis tools.
• Strong analytical and problem-solving capabilities with meticulous attention to detail.
• Ability to juggle multiple responsibilities effectively in a fast-paced commercial environment.
• Fluent English communication skills, both verbal and written; additional languages are advantageous.
• Excellent interpersonal skills to collaborate efficiently with internal teams and external partners.