QC Executive (2 Years Contract)

A leading automotive organisation in Shah Alam is seeking a Customer Complaint Executive to join their quality assurance team. This is an exceptional opportunity for you to make a meaningful impact by ensuring customer satisfaction and upholding the highest standards of product quality. You will be at the forefront of responding to customer concerns, collaborating with operational teams, and driving continuous improvement initiatives.

What you'll do:

As a Customer Complaint Executive, you will play a pivotal role in safeguarding product integrity by managing the end-to-end process of handling customer complaints.

• Respond promptly and empathetically to customer complaints on-site, ensuring all issues are addressed with care and professionalism.
• Conduct thorough investigations into reported quality issues by working closely with operational teams to identify root causes.
• Prepare detailed root cause analysis reports along with effective countermeasures for submission to customers, ensuring transparency and accountability throughout the process.
• Monitor the sustainability of implemented improvement activities and countermeasures, regularly reviewing their effectiveness in resolving quality concerns.
• Collaborate with the warranty team during market claim investigations, providing valuable insights and supporting problem resolution efforts.
• Participate actively in management Gemba walks to ensure daily operations align with established quality systems and standards.
• Engage constructively in both customer audits and external party audits related to the customer complaint process, demonstrating compliance and openness to feedback.
• Compile comprehensive monthly departmental reports that highlight trends, actions taken, and outcomes achieved in relation to customer complaints.
• Contribute meaningfully to the development of new models by ensuring previous issues are fully addressed with robust countermeasures integrated into design and production processes.
• Support cost reduction initiatives linked to customer complaints while maintaining a steadfast focus on product quality; take decisive action such as halting production if necessary when quality may be compromised.

What you bring:

To excel as a Customer Complaint Executive, you will bring hands-on experience from similar roles within automotive or manufacturing sectors where you have managed complex complaint cases from investigation through resolution.

• Hold a minimum of a Bachelor’s degree in Engineering or a related technical discipline from a recognised institution.
• Demonstrate proven experience in handling customer complaints within an automotive or manufacturing environment, showcasing your ability to resolve issues efficiently.
• Possess strong knowledge of ISO 9001 or IATF 16949 standards with practical experience implementing or auditing these frameworks.
• Exhibit excellent interpersonal skills that enable you to collaborate effectively with cross-functional teams while maintaining empathy towards customers’ concerns.
• Showcase advanced analytical abilities for conducting root cause analysis and developing sustainable countermeasures for recurring problems.
• Display proficiency in preparing clear, concise reports for both internal stakeholders and external customers, ensuring timely communication of findings and actions taken.
• Have experience participating in audits (internal or external) related to quality management systems or customer complaint processes.
• Demonstrate commitment to continuous improvement by monitoring the long-term effectiveness of implemented solutions and suggesting enhancements where needed.
• Be comfortable supporting cost reduction activities related to complaint management without compromising product safety or performance.
• Ability to halt production responsibly when product quality is at risk, reflecting your dedication to upholding high standards.

What sets this company apart:

This organisation stands out as an employer of choice due to its unwavering commitment to employee well-being, professional development, and inclusivity. The company culture emphasises collaboration over hierarchy; everyone’s voice is heard regardless of role or tenure. With a reputation for nurturing talent from within, employees enjoy clear pathways for progression supported by approachable managers who genuinely care about individual success. The workplace is modern yet welcoming—designed around principles of safety, comfort, and mutual respect—making it easy for you to feel connected from day one. By joining this team, you become part of an organisation that values not just what you do but who you are: dependable, knowledgeable, considerate—and ready to make a difference together.

What's next:

If you are ready to take the next step in your career journey by making a real impact on product quality and customer satisfaction within an inclusive team environment, this is your chance!

Robert Walters SEA is acting as an Employment Business in relation to this vacancy.