Sr. Executive – Customer Complaint & CI Lead – Abbott Jhagadia Gujarat

About the job – Sr. Executive – Customer Complaint & CI Lead – Abbott Jhagadia Gujarat

Major Responsibilities

Customer Complaint management
Responsible for implementing and maintaining effectiveness of the Quality & Food Safety Management System
Coordinates the complaint investigation process for the plant in compliance with Local Regulations and Abbott policies and procedures.
Reviews batch records, complaint investigations, physical samples, and trend evaluation for inclusion of appropriate documentation in the investigation of the complaint.
Notifies appropriate management (plant and division) of noted trends
Assure results of the batch records and investigation information is entered accurately into the Complaint Handling Unit database within the prescribed timeframes, Customer complaint evaluation, investigation and closure in Track wise system & Coordinate with cross functional stakeholders for effective evaluation of customer complaints
Ensure Global Impact Assessment Review by working closely with other functional areas, identify Improvement areas, support in Implementation & execution of the Actions & share the report with divisional team.
Support in achieving Internal Audits Schedule adherence and on-time closing of Action Plans.
Drive the POP Improvement Programme through cross-functional team alignment.
Continuous Improvement (QA – CI)
Drive the Quality Culture at the site through People engagement & active Quality Campaign.
Is an effective member of a multifunctional team, ensuring that all communications, interpersonal interactions and business behaviors are consistent with the Abbott Code of Conduct.
Drive Quality Improvement Projects to reduce the Cost of Quality (COQ) in various manufacturing / lab processes.
Drive all OpEx initiatives to create sustainable Continuous Improvement Culture being a Functional CI Lead.
Drive the Quality Culture at the site through People engagement & active Quality Campaign.
Is an effective member of a multifunctional team, ensuring that all communications, interpersonal interactions and business behaviors are consistent with the Abbott Code of Conduct.

Background

Experience : 7 to 10 years of relevant experience in Food / Pharma Industry in Manufacturing Environement.
Knowledge of Quality & Food Safety management, Documentation, Basic, Computer Knowledge, Auditing Skills, FSSC 22000, ISO 9001, FSSAI, BIS, HALAL, Regulaoty & Statutory Requirement Applicable to Food Industry
6 Sigma / Lean / Quality Circle : Black / Great Belt Project implementation
Process Innovation Skills, Decision Making Abilities
Able to apply strategic and quality logic and project management skills to investigation activities ensuring appropriate investigations are conducted.
Good project management skills to deliver an effective service in a timely manner.
Attention to detail to ensure accuracy of work that forms part of the Quality System documentation.
Good written and oral communication skills to ensure effective and succinct report generation, and effective communication with staff at all levels of the organization.
Able to work independently & within Multifunctional Team to deliver Organization Expectations

Accountability/Scope

Regular tracking and trending of complaints as per set procedure
Escalate abnormal trend to plant management for possible product actions as necessary, work with stakeholders for detailed evaluation of complaints and closing in system
Share complaint trend with management during monthly review meetings
Raise QR’s for detail complaint investigation depending on complaint trend
Closing of complaint in Trackwise system as per defined timeline
Comply with the site “Plant Investigation Process” Standard Operating Procedure
Maintains effective communication with Corporate, Division, and Operations/QA Management
Maintains a good working relationship with site QA Project Leader and Quality Engineers
Generates reports from databases and other systems, Addresses complaint information provided by the Abbott Nutrition Complaint Handling Unit, Addresses potential high impact complaints where a potential broader issue is identified
Evaluates physical sample (field/reference), Reviews Batch Records, Coordinates and distributes investigations to the subject matter experts (SME), Maintains and tracks Plant Investigations via the site tracking system in a timely manner
Examines process and/or equipment operations periodically, Compiles data returned by the SME’s
Use ABTRAQ for investigations for complaints (Initiation – Event Owner status), Participate in on market events and Division Complaint meetings
Complete Plant Investigation files/records, Work additional hours on rush complaints, if necessary
Works to ensure that actions are on time, thorough, complete, meet the needs of the business and customers, and that required standards and/or procedural requirements are met.
Facilitates the investigation process to ensure that root/potential causes are appropriate and implement effective actions to reduce the occurrence/recurrence of the nonconformance
Support in achieving Internal Audits Schedule adherence and on-time closing of Action Plans, area audits and GDP audit schedule, Supplier / Key Service Provider Audits
Identification of the Cost of Quality (COQ) improvement areas in various Manufacturing & Lab process & Drive COQP with Cross Function & Review Improvements with Management.
Support to Drive site Protect our Product (POP) Program to Enrich Site Food Safety Culture by Quality awareness at the shopfloor through training, Quality Circle and supporting Quality campaign for improving the shopfloor engagement. Involve with event owner to support thorough investigation for POP (Micro, Pest, EM, and Package Integrity) and Critical incidents.
Identify and facilitate process improvement projects, training/ workshops to drive cultural change.
Supports a work environment that ensures team effectiveness by demonstrating full cross functional team support that complies with Corporate and regulatory requirements.
Supports the attainment of division goals and objectives.
Accountable to the Quality Organization for achieving mutually agreed upon objectives.