Executive Commercial Quality & Quality Performance

Axis Communications; India; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Aliaxis is seeking a customer-centric professional to manage end-to-end complaint handling, maintain databases and dashboards, and drive timely RCA and CAPA actions with plant QA teams. You will balance customer expectations with sales urgency and quality realities, while maintaining strong interpersonal and communication skills.

The role includes coordinating with Sales and regional teams, performing quality analytics, and delivering fortnightly/monthly MIS reports with clear dashboards.

Qualifications

• Strong Excel skills and data analytics capability.
• Experience using Power BI for dashboards and reporting.
• Familiarity with Power Automate workflows.

Responsibilities

• Coordinate customer complaints from registration to closure with documentation.
• Lead RCA and CAPA actions with QA teams and monitor effectiveness.

Skills

Excel

Power BI

Power Automate

Data analytics

Tools

5-Why

6 Sigma 6 Step

8D

7 QC tools

Job description

Role Summary

We are looking for a highly customer-focused and emotionally intelligent professional to support the Commercial Quality and Quality Performance function. The incumbent will be responsible for coordinating end-to-end customer complaint management, maintaining complaint databases and dashboards, driving timely closure of RCA and CAPA actions with plant QA teams, managing sales escalations, and ensuring prompt communication with customers. The role requires a professional who can balance customer expectations, sales team urgency, and plant-level quality realities while demonstrating strong interpersonal skills, ownership, and the ability to manage difficult conversations with maturity and professionalism.

Roles and Responsibility

• Customer Complaint Coordination - Register and track all customer complaints in the complaint management system. Ensure complete documentation of complaints including photographs, samples, investigation reports, and customer communications. Monitor complaint ageing and drive timely closure. Maintain complaint status visibility for Sales, QA, Manufacturing, and Leadership teams. Follow up with concerned stakeholders to ensure adherence to complaint closure timelines.




• RCA & CAPA Management - Coordinate with Site QA Heads for completion of Root Cause Analysis (RCA). Ensure submission of Corrective and Preventive Action (CAPA) reports within agreed timelines. Review reports for completeness and ensure customer concerns are adequately addressed. Track effectiveness of implemented CAPAs and elevate delays where necessary. Support standardization of complaint investigation and reporting formats across plants.




• Customer & Sales Escalation Management - Act as the first point of contact for urgent quality escalations from Sales teams. Coordinate internally to secure quick responses and resolution plans. Ensure customers receive timely and professional communication. Handle challenging customer interactions with empathy and solution-oriented thinking. Maintain positive relationships with regional and zonal sales teams.




• Quality Analytics & MIS - Maintain centralized customer complaint databases. Prepare Fortnightly and monthly complaint MIS reports. Complaint trends - PPM Product-wise complaint analysis Complaint ageing Repeat complaints Cost of Claims

Role Specific Competencies

• Strong proficiency in Excel, Power Automate, Power BI, and data analytics


• Good knowledge of RCA tools - 5-Why, 6 Step, 8D and 7 QC tools


• Understanding of quality systems and customer complaint management processes.


• Ability to create dashboards and analytical reports.

Behavioral Traits

• High Emotional Intelligence (EQ)


• Strong stakeholder management capability


• Ability to influence without authority


• Customer-first mindset


• Strong ownership and accountability


• Effective written and verbal communication

Core Values for the Role (Aliaxis Values)

• We Care - Ensure defect-free products and promptly resolve customer complaints.


• We Dare - Challenge the status quo to improve processes and systems to ensure consistent quality


• We Deliver - Ensure on-time deliveries and compliance with applicable standards.

Aliaxis' Purpose

At Aliaxis, we design sustainable, easy to install, and innovative solutions to address the world's water challenges and accelerate the transition to clean energy. Thanks to our 15,000+ employees in over 40 countries, our pipes and fitting systems meet our customers' most demanding needs for the building, infrastructure, industrial and agriculture sectors. Read more about us www.aliaxis.com. Aliaxis has embarked on a positive journey with its "Growth with Purpose" strategy, implementing ambitious, urgent actions for sustainability and innovation that will pay off in the short term. By 2025, we will be focusing on the areas where we can create the biggest impact: on carbon reduction in our plants and on increasing the share of recycled content in our products. In conjunction, we will continue to develop more and better water solutions for society as a whole. We are looking for passionate people that want to be part of our journey and embrace the behaviors that we at Aliaxis stand for: We Dare to challenge the status quo, to innovate and to learn fast, We Care for the environment, our customers and each other, We Deliver by taking accountability for our decisions and actions.