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Customer Quality Coordinator|10-AZT-076 at Elgi Equipments Ltd. — Sin…
Job description Section A: Job Position:
Job Position
Deputy Manager – Quality (Customer Quality Coordinator)
Band (M1 to M5)
M1-C
BU / Function
Operations
Level (1 to 6)
Reporting to AGM- Quality (Customer Quality) Location
India
Jobs Reporting into Section B: Defining the Purpose of the Job:
Purpose
The role holder is responsible for managing customer quality requirements, resolving complaints, and driving continuous improvement initiatives. Reporting to the Customer Quality in-charge, the role focuses on complaint handling, warranty cost reduction, and ensuring compliance with quality standards. The position collaborates with internal teams, regional teams, suppliers, and customers to enhance product reliability, performance, and customer satisfaction.
Section C: Key stakeholders and their expectations:
Key Stakeholders List
Key Expectations of Stakeholders
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Apply on Official Website Apply directly through the company’s official career page.
Manufacturing Team Ensure defect-free production and resolve quality deviations during manufacturing.
Supply Chain Team Work with suppliers to enhance incoming material quality.
Sales and Service Teams Provide root cause analysis and implement corrective actions for field complaints.
Address complaints promptly and deliver high-quality products to improve satisfaction.
Conduct audits, ensure compliance, and improve supplier quality performance.
Regulatory Authorities Maintain compliance with ISO, ASTM, and other legal and quality standards.
Section D: Defining Result Outcomes:
Key Expectations of Stakeholders
Result Outcomes to achieve expectations
Customer Complaint Resolution
Implement complaint tracking systems and resolve issues promptly.
Identify vulnerable units in field and initiate field campaigns.
Warranty Cost Reduction Analyze root causes and implement corrective actions to reduce claims.
Supplier Quality Improvement Conduct audits and corrective measures to improve incoming material quality.
Process Compliance Ensure alignment with ISO, ASTM, and customer-specific standards.
Reporting and Documentation Generate performance reports, analyze trends, and maintain compliance records.
Team Management and Development
Train and mentor teams to enhance skills and quality focus.
Section E: Defining Enabling Outcomes:
Result Outcomes to achieve expectations
Enabling outcomes to achieve results outcomes
Complaint Tracking System Implementation Develop and operate systems to monitor and resolve customer complaints.
Root Cause Analysis and CAPA Identify defects, execute corrective/preventive actions, and verify results.
Supplier Engagement Conduct supplier audits and implement quality improvement programs.
Process Improvement Identify and execute plans for quality enhancement and operational efficiency.
Data Analytics and Reporting Provide reports on performance metrics and improvement trends.
Compliance and Documentation Maintain records for audits and regulatory compliance readiness.
Section F: Competencies Required:
Criticality: V - Vital, E - Essential, D – Desirable
Competency levels: 1 - Beginner, 2 - Intermediate, 3 - Expert
Competency Level
Customer Complaint Handling
Root Cause Analysis
Supplier Quality Management
Data Analytics and Reporting
Process Improvement Techniques Behavioral Competencies (Top ones)
Proficiency Level (ü)
Personal Effectiveness -3
Personal Resourcefulness -3
Developing People -2
Collaboration -3
Results Orientation -3
Customer Centricity -2
Market Insights -2 Section G: Qualification and Experience:
· Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related field
· 4-6 years of experience in customer quality, complaint handling, and quality systems management, in plant or manufacturing setup.
· Expertise in supplier audits, inspection processes, defect analysis, and process improvement tools.
Official career links
Official Links
Direct application Direct Apply No recruitment intermediary Direct Hiring 
