Executive Commercial Quality & Quality Performance

Aliaxis; Karnataka; On-site; INR 600,000 - 900,000; Full time

Job summary

Aliaxis in India (Karnataka) seeks a customer-focused Quality Support professional to coordinate end-to-end customer complaint management and drive timely RCA/CAPA actions with plant QA teams. The role balances customer expectations, sales urgency, and plant quality realities while maintaining strong communication with stakeholders.

Key responsibilities include registering and documenting complaints, tracking ageing, preparing MIS reports, and acting as the first contact for urgent quality

Qualifications

• Experience in customer complaint management and handling escalations.
• Strong analytical and reporting skills with dashboard development.
• Proficient in RCA methodologies and quality systems.

Responsibilities

• 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.
• Coordinate RCA & CAPA with Site QA Heads and ensure timely submission.
• Manage customer and sales escalations with professional communication.

Skills

Excel

Power BI

Power Automate

Data analytics

RCA tools

Tools

5-Why

8D

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:

1. 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.

2. 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 escalated delays where necessary.


• Support standardization of complaint investigation and reporting formats across plants .

3. 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.

4. 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.