QA CAPA Analyst - Customer Complaint Handling

PT Mane Indonesia; Cibitung; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

PT Mane Indonesia is seeking a Quality Assurance professional to manage CAPA processes, investigations, and cross-functional actions to drive timely improvements.

The role emphasizes root cause analysis and deviation handling within Food & Beverage manufacturing contexts, requiring strong English communication and collaboration across teams.

Qualifications

• Bachelor's degree in Food Technology, Chemistry, Biology, Microbiology, Chemical Engineering, Pharmacy, or related disciplines.
• Minimum 2 years of experience in Quality Assurance or related Quality role within Food & Beverage, FMCG, Chemical, Pharmaceutical, or similar industries.
• Hands-on experience in customer complaints handling, deviation management, and CAPA processes.
• Strong root cause analysis and problem-solving skills.
• Fluent in written and spoken English.

Responsibilities

• Manage end-to-end CAPA processes for customer complaints, quality deviations, and non-conformities.
• Lead investigations and perform root cause analysis to identify effective corrective actions.
• Coordinate with cross-functional teams to ensure timely implementation, follow-up, and closure of CAPA.
• Monitor CAPA effectiveness and ensure actions are implemented to prevent recurrence.
• Maintain accurate CAPA documentation and ensure compliance with quality standards.
• Analyze quality trends and recommend continuous improvement initiatives.
• Support internal and external audits related to CAPA and quality investigations.

Skills

CAPA processes

Root cause analysis

Cross-functional teamwork

Complaint handling

English fluency

Education

Bachelor's degree in a related discipline

Job description

As part of our dynamic Quality Assurance team, you will be responsible for managing and monitoring Corrective and Preventive Action (CAPA) processes to ensure compliance with quality standards. You will lead and support investigations into customer complaints, quality deviations, and non-conformities by conducting root cause analysis and coordinating cross-functional actions to drive timely and sustainable improvements.

Key Responsibilities

Manage and monitor end-to-end CAPA processes for customer complaints, quality deviations, and non-conformities.

Lead investigations and perform root cause analysis to identify effective corrective and preventive actions.

Coordinate with cross-functional teams to ensure timely implementation, follow-up, and closure of CAPA.

Monitor CAPA effectiveness and ensure actions are implemented to prevent recurrence.

Maintain accurate CAPA documentation and ensure compliance with company quality standards.

Analyze quality trends and recommend continuous improvement initiatives.

Support internal and external audits related to CAPA and quality investigations.

Qualifications

Bachelor's degree in Food Technology, Chemistry, Biology, Microbiology, Chemical Engineering, Pharmacy, or other related disciplines.

Minimum 2 years of experience in a Quality Assurance or related Quality role within the Food & Beverage, FMCG, Chemical, Pharmaceutical, or other relevant manufacturing industries.

Hands-on experience in customer complaint handling, deviation management, and CAPA processes.

Strong root cause analysis and problem-solving skills.

Good communication skills and the ability to work effectively with cross-functional teams.

Fluent in written and spoken English.

Join MANE, the first French Group and a global leader in the Fragrance and Flavour industry. Owned and operated by the Mane family since 1871, we have a rich history rooted in Le Bar-sur-Loup, South of France, and a presence in nearly 39 countries with offices, production sites and innovation centres.

Our Fragrance division crafts captivating signatures for the world’s most prestigious perfumes. Our Flavours division develops innovative solutions for leading food and drink brands. Through our Ingredients division, we provide unique raw materials that fuel creativity.

Who We Are

Join MANE, the first French Group and a global leader in the Fragrance and Flavour industry. Owned and operated by the Mane family since 1871, we have a rich history rooted in Le Bar-sur-Loup, South of France, and a presence in nearly 39 countries with offices, production sites and innovation centres.

Our Fragrance division crafts captivating signatures for the world’s most prestigious perfumes. Our Flavours division develops innovative solutions for leading food and drink brands. Through our Ingredients division, we provide unique raw materials that fuel creativity.