Customer Quality Assurance Senior Manager
Africa
Reporting
to: Director, Global Customer Quality
Job Tier Level: C3
Direct Reportees:
Quality Managers (Africa VI)
Position Description
The job holder will define and specify activities, processes and standards to fulfill the quality requirements for manufactured materials, components and products.
He will continuously monitor the quality of products received, stored, dispatched to ensure all meet set and agreed standards so as to drive consistent product experience to the end customer across markets. (Africa)R&Rs
- Quality
management: Sample and visually monitor quality of all import’s products,
Local manufacturing product, stocks in the trade, received, and ensure all
product being dispatched meet the quality requirements and product
labeling to comply with country specific quality standards,
- Analysis:
Ensure to drive and guide primary analysis of customer return, field
defects and ensure to deliver the analysis reports to Manufacturers for
improvement. Follow-up for timely implementations of solutions. Weekly and
monthly analysis report to Product Quality & engineering team. Lead
and drive the solution for Non-product related & customer awareness
related issue,
- Project
Management: Track data, identify improvement projects and manage cross
functional implementation to maintain and improve quality standards,
- Data
Management: Set and Audit data accuracy in system and Ensure that Data
input to system is accurate and complete for product failure rate
analysis. Proactively and consistently highlighting any field failure and
ensure follow-up for timely actions and implementation of solution,
- Auditing,
monitoring, and determining the quality of Local manufacturing processes
and/or outputs against defined internal and regulatory standards. Auditing
of Cross functional departments i.e. Service centers, ware-house, call
centers, etc. to ensure that Pre-defined protocols are being followed
which leads to customer satisfaction,
- Training
& Guidance: Training to teams across Africa, coaching & guidance
to execute the quality improvement activities, special Quality drive
execution and time to time Quality project execution,
- Safety:
Ensure and coordinate all safety and quality standards are adhered to from
the point of product storage and movement within the Warehouse, support
with communication of and adherence with the company wide safety awareness
initiative ensuring a safe, productive work environment for all &
respective in-house service/repair centers. Organizing for the disposal of
unrepairable goods,
- Reports:
Manage Weekly and monthly MRM (management review meeting) report for
Africa. Report and troubleshoot manufacturing process deviations and
defects in finished goods,
- Maintain
the infrastructure and systems necessary to consistently ensure the timely
delivery of quality products.
KPIs
- Turnaround
time (TAT)
- Improve
speed of Issue identification, timely and accurate data diagnosis,
containment, & resolution,
- Product
Defect Rate improvement,
- Auditing
& Improvement,
- Carry
out inspection and Analysis within specified time,
- Gap
Analysis and Improvement plan,
- Meet
all safety KPI,
- Weekly
and monthly QC reports Daily.
Desired Skills and Experience
- A
degree in a Technical related field (Electronics preferable) – a Diploma
in Quality Control Management will be an added advantage,
- Six
Sigma, Quality Gates, Quality tools and Audit certifications are desired,
- Minimum
of 6-10 years in a busy quality assurance and product development
environment in a manufacturing set-up – Consumer electronics/Home
Appliances or Solar Appliances Preferable,
- Well
versed and deep understanding of quality management processes, and
procedures,
- Working
knowledge of MS office application, well versed in presentations and had
been interacted with cross functions teams, Suppliers and Market,
- Strong
mindset for continuous improvement and meeting or exceeding expectations
and able to demonstrate complete discretion and confidentiality,
- Superior
verbal and written communication skills (multiple language will be an
advantage), with an emphasis on tact and diplomacy (Swahili language
knowledge is preferable),
- Excellent
organizational, multi-tasking and time-management skills,
- Passion
for social enterprise, development of people and environmental benefits.
How To Apply
Candidates who meet the
requirements should submit their CV and cover letter to hr.africa@dlight.com before 29
th October 2021.