Outgoing Quality & Customer Complaints Lead

MatchaTalent; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

MatchaTalent is seeking a seasoned QA & Customer Complaint Section Head to oversee outgoing quality and resolve customer issues across our East Java manufacturing operations. You will lead inspections, drive corrective actions, and strengthen ISO-based quality controls.

You will collaborate with Production, Warehouse, Logistics and Quality teams, ensuring compliance with QA standards and continuous improvement.

Qualifications

• Bachelor's degree in Mechanical or Industrial Engineering.
• Diploma (D3) with relevant manufacturing experience may be considered.
• Minimum 5 years of QA/QC experience in manufacturing.
• Minimum 2 years of supervisory or team leadership experience.
• Strong experience handling customer complaints related to manufactured products.
• Experience in building materials or related industries preferred.
• Knowledge of ISO 9001, ISO 14001, SPC, AQL, CAPA.
• Excellent analytical, problem-solving and decision-making abilities.
• Strong communication, stakeholder management and interpersonal skills.
• English proficiency for technical communication.

Responsibilities

• Lead outgoing quality inspections of finished products prior to shipment.
• Ensure AQL sampling methods and inspection standards are followed.
• Verify finished products meet internal specs and customer requirements.
• Investigate and resolve customer complaints with root cause analysis and corrective actions.
• Coordinate with Production, QA, Warehouse and Logistics to resolve issues.
• Maintain and improve QMS including ISO standards and documentation.
• Monitor quality performance and drive continuous improvement initiatives.
• Lead the Outgoing Quality & Customer Complaint team and develop staff.
• Prepare quality reports, complaint analyses, and management updates.
• Communicate effectively with internal stakeholders to ensure timely resolutions.

Skills

Quality Assurance

Customer complaints handling

Analytical thinking

Leadership

Communication

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Industrial Engineering

Tools

ISO 9001

ISO 14001

SPC

AQL Sampling

CAPA

Job description

MatchaTalent is seeking a seasoned QA & Customer Complaint Section Head to oversee outgoing quality and resolve customer issues across our East Java manufacturing operations. You will lead inspections, drive corrective actions, and strengthen ISO-based quality controls.

You will collaborate with Production, Warehouse, Logistics and Quality teams, ensuring compliance with QA standards and continuous improvement.