Quality Management Specialist (Chuyên Viên Quản Lý Chất Lượng & Call Center)

Job Title: QUALITY MANAGEMENT SPECIALISTCountry: Vietnam - Ho Chi Minh cityPosition Type: RegularImmediate Superior (title): Quality Management SupervisorImmediate Subordinates (title): NonKey Job Purpose:• To be responsible for operating the call center• To be responsible for handling and monitoring customers’ complaints and feedback.• To Handle Re-labelling process• To support maintaining the QMS according to ISO 9001 standard.• To be responsible for workplace safety, health, and environment (if required)Summary of Functional Duties & Responsibilities:1. Operating the Call Center- Answer incoming call and reply to emails regarding customer inquiries / complaints- Forward requests to the department/PIC that supports resolving customer inquiries / complaints and response to customer- Update progress of handling customer inquiries / complaints and reports- Record, analysis and report to management team on trends of customer calls2. Complaint handling- Handle customer complaints- When the complaint is going to be the issue, collect enough information and actual stuffs for the investigation- Keep contact with the complaint sender by closing the issues.- Explain the conclusion effectively and timely until close by the customer/business partner, not spare any effort to be customer satisfaction- To track, report and manage customer quality complaints together with Customer Care until settled.- To implement FCA/FSCA with Service team and business partners. In case of the reportable AE to the authorities, support the Regulatory Affairs department until the case is closed.3. Customer Survey- Conduct annual customer survey, creating report- Conduct customer survey after completion of WO as required- Coordinate with relevant departments to implement, follow-up and update actions to address customer expectations during customer survey and monitor Customer Satisfaction4. Maintaining QMS according to ISO 9001 standard.- To maintain Document Control System- To participate in Internal Audits, Supplier Audits, Dealer Audit and coordinate with relevant department to implement appropriate actions for closure of finding.5. Handling Re-labelling process- Coordinate with relevant stakeholders and ensure labelling process are in place and appropriate authorization is provided by RA on label content.- Coordinate with RA to manage sub-label.- Issue labelling work instruction and ensure implementation in Third-Party Vendor.6. Workplace Safety, Health, and Environment (If required)- Establish and implement work safety procedures for the office.- To ensure compliance with all necessary regulations such as a poison license and hazardous substance license.- Establish and implement work safety procedures for office7. Other assigned task by organization or line supervisor.Authorize:• To work with heads of other departments to carry out coordination functions, duties and powers under the provisions of the Company.• To use equipment and facilities of the Company to serve the purpose of completing the task.• To enjoy the full benefits stipulated in the labor agreement and labor law.• To refuse to perform the tasks assigned by Manager/ Superiors which not in conformity with the law.