Quality Assurance Assistant Manager (Customer Management)

Pecca Leather Sdn Bhd; Kepong; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading automotive upholstery manufacturer in Kuala Lumpur seeks a Quality Assurance Assistant Manager/Senior Executive. You will drive quality excellence by managing customer complaints and leading investigations to enhance product performance. Candidates should have at least 5-7 years of quality control experience in the automotive industry and a degree in a related field. The role requires strong analytical skills, team leadership, and bilingual communication in Malay and English. Join us to contribute to our commitment to quality and customer satisfaction.

Qualifications

• At least 5-7 years of experience in manufacturing quality control/assurance.
• For senior position, minimum 3 to 4 years in customer handling in the automotive industry.
• Hands-on experience with ISO/TS 16949, 8D, FMEA.

Responsibilities

• Lead customer complaint management, ensuring timely investigation and resolution.
• Conduct root cause analysis using quality tools.
• Coordinate with cross-functional teams for effective complaint handling.
• Monitor and report on customer complaint trends.

Skills

Data analysis

Customer communication

ISO/TS 16949

8D Problem Solving

FMEA

Quality Control

SOP applications

Team leadership

Bilingual in Malay and English

Education

Diploma/Degree in Quality, Engineering, Manufacturing

Tools

5 Why

Fishbone Diagram

8D

Job description

Quality Assurance, Assistant Manager/Senior Executive (Customer Management)

About the role
This role is responsible for driving quality excellence by leading customer complaint investigations and warranty analysis to improve product performance and customer satisfaction. The incumbent manages end-to-end complaint handling, conducts structured root cause analysis, coordinates cross-functional teams to implement effective corrective and preventive actions, and ensures timely and professional communication with customers. The role also oversees warranty evaluations, analyzes defect and cost trends, presents quality performance to management, and leads continuous improvement initiatives such as Kaizen, Genba, and 5S to reduce recurring defects, improve response time, and strengthen the overall quality management system.

Job Highlights

• To be the main liaison personnel in handling customer
• Handle in process and outgoing quality inspection (IPQC, OQC)
• Drive root cause analysis & corrective actions (8D, 7 QC Tools)
• Participate in APQP, FMEA, Kaizen & QC coaching
• Analyze complaints, rejections & customer feedback
• Lead quality meetings and cross-functional collaboration

Job Requirements

• Diploma/Degree in Quality, Engineering, Manufacturing or related field
• At least 5-7 years in manufacturing quality control/assurance in automotive industry
• For senior position will be required minimum 3 to 4 years experience in handling customer in automotive industry
• Hands-on experience in ISO/TS 16949, 8D, FMEA
• Able to lead, train, and communicate across teams
• Strong in data analysis and SOP applications
• Excellent written and communication skills in Malay and English

Job Scope / Responsibilities

• Lead end-to-end customer complaint management, including receipt, documentation, investigation, response, and closure within agreed timelines.
• Conduct structured root cause analysis using quality tools such as 5 Why, Fishbone Diagram, and 8D, ensuring effective corrective and preventive actions (CAPA).
• Coordinate cross-functional teams (Production, Quality Control, R&D, Suppliers, and Engineering) to gather investigation data and validate the effectiveness of implemented actions.
• Communicate professionally with customers on complaint findings, corrective actions, and resolution status to ensure customer confidence and satisfaction.
• Monitor, analyze, and report customer complaint trends to identify recurring defects and drive continuous improvement initiatives.
• Attend and support customer meetings, audits, and discussions related to quality issues, warranty claims, and improvement actions.
• Prepare and present complaint analysis, improvement progress, and monthly quality performance reports to management.
• Review departmental quality management performance to ensure consistent supply of quality products to all customers.
• Drive continuous improvement activities including 5S, daily Gemba walks, Kaizen initiatives, and quality enhancement projects across production lines.
• Oversee warranty handling and analysis, including evaluation of warranty cases, identification of failure modes, preparation of warranty cost reports, and implementation of actions to reduce warranty claims and costs.

Pecca Group Berhad is a leading automotive leather upholstery manufacturer in Malaysia, renowned for quality craftsmanship, innovation, and sustainability. Serving major car brands locally and internationally, we offer a wide range of leather seat covers, interior components, and aviation upholstery solutions. With a strong commitment to excellence, Pecca continues to expand its presence across the automotive, healthcare, and aviation industries. Our dynamic team drives continuous improvement and customer satisfaction, making us a trusted name in premium upholstery solutions. Join us and be part of a forward-thinking company shaping the future of mobility and lifestyle.