Head of Outgoing Quality & Customer Complaints

MatchaTalent; Gresik; On-site; IDR 240,000,000 - 480,000,000; Full time

Job summary

MatchaTalent, on behalf of a leading building materials manufacturer in East Java, seeks a QA & Customer Complaint Section Head to lead outgoing quality inspections and manage customer complaint resolution across the production footprint.

You will strengthen the Quality Management System (ISO 9001/ISO 14001), perform root-cause analysis, and drive continuous improvement while collaborating with Production, Warehouse, Logistics, and Quality teams to ensure shipped products meet quality standards.

Qualifications

• Bachelor's or Diploma with strong manufacturing experience.
• Minimum 5 years in Quality Assurance/Quality Control in manufacturing.
• Minimum 2 years of supervisory experience.
• Strong experience with customer complaints related to manufacturing products.
• Experience with ISO 9001, ISO 14001, SPC, and AQL sampling preferred.

Responsibilities

• Lead outgoing quality inspections of finished products prior to shipment.
• Manage customer complaints, investigations, and corrective actions.
• Oversee implementation and maintenance of QMS (ISO 9001, ISO 14001).
• Coordinate with Production, Warehouse, Logistics, and QA teams.
• Lead root cause analysis and CAPA programs.
• Coach and develop the Outgoing Quality & Customer Complaint team.
• Prepare quality reports and management updates.
• Monitor quality performance indicators and drive improvement.
• Ensure compliance with internal specifications and customer requirements.
• Maintain effective communication with stakeholders.

Skills

Leadership

Quality Assurance

Root Cause Analysis

CAPA

Analytical thinking

Communication

Stakeholder management

Education

Bachelor's Degree in Mechanical Engineering

Diploma (D3) in related manufacturing field

Tools

ISO 9001

ISO 14001

SPC

AQL Sampling Methods

QMS

CAPA tools

Job description

MatchaTalent, on behalf of a leading building materials manufacturer in East Java, seeks a QA & Customer Complaint Section Head to lead outgoing quality inspections and manage customer complaint resolution across the production footprint.

You will strengthen the Quality Management System (ISO 9001/ISO 14001), perform root-cause analysis, and drive continuous improvement while collaborating with Production, Warehouse, Logistics, and Quality teams to ensure shipped products meet quality standards.