MANAGER, QUALITY MANAGEMENT & SAFETY

Job Summary

The Quality Management and Safety Manager is responsible for developing, implementing, and maintaining quality assurance systems and safety protocols to ensure organizational compliance with industry standards, regulations, and best practices. This role involves leading continuous improvement initiatives, managing risk, and fostering a culture of quality and safety across all levels of the organization. Additionally, the manager will oversee the Information Security Management System (ISMS) to ensure compliance with ISO 27001 standards.

Job Description

1. Quality Management
• Develop and implement a comprehensive Quality Management System (QMS) in compliance with industry standards (e.g., ISO 9001, ISO 14001, ISO 45001).
• Establish quality policies, procedures, and performance metrics to ensure product/service excellence.
• Lead internal and external audits and manage corrective and preventive actions (CAPA).
• Conduct root cause analysis for quality issues and drive continuous improvement initiatives.
• Collaborate with cross-functional teams to ensure quality is embedded in all processes and projects.
• Manage documentation related to quality assurance, including inspection reports, test results, and validation records.
• Train employees on quality processes, tools, and techniques.

2. Safety Management
• Develop and implement occupational health and safety (OHS) programs in compliance with local and international safety standards (e.g., OSHA, ISO 45001).
• Conduct regular risk assessments, safety inspections, and audits to identify potential hazards.
• Develop emergency response plans and lead incident investigations to identify root causes and implement corrective actions.
• Ensure the organization meets regulatory safety requirements and maintains necessary permits and certifications.
• Deliver safety training and awareness programs to promote a culture of safety among employees.
• Monitor and analyze safety performance data to identify trends and implement improvements.

3. Environmental, Social and Governance (ESG)
• Develop and implement ESG initiatives and programs.
• Coordinate with internal departments (HR, Compliance, Operations) to ensure ESG goals are met.
• Prepare ESG reports and co-ordinate with Regional team to ensure compliance with regulations, and drive sustainable business practices.

4. Complaint Management
• Manage the end-to end resolution of customer complaints through various channels (email, phone, WB hotline, etc).
• Acknowledge and log customer complaints in the CRM system.
• Investigate and resolve complaints in a timely and effective manner while adhering to company policies.
• Communicate resolutions and follow up with customers to ensure satisfaction.
• Provide clear, accurate and empathetic responses to customers during the complaint process.
• Maintain a professional tone while handling sensitive or escalated customer issues.
• Document all complaints and resolutions for reference and audit purposes.
• Track and analyze trends in customer complaints to identify recurring issues.

5. Customer Satisfaction Analysis
• Collect and anlyze feedback from customer surveys, CSAT (Customer Satisfaction Score), and other feedback channels.
• Identify key drivers of customer satisfaction and dissatisfaction.
• Provide actionable recommendations to improve customer satisfaction and reduce churn.
• Collaborate with cross-functional teams to implement customer experience improvements.

6. Information Security Management
• Lead the implementation of the Information Security Management System (ISMS) in the organization.
• Conduct Management Reviews with top management to ensure their involvement and commitment.
• Work with the Regional Auditor to ensure internal audits are conducted smoothly and the organization complies with ISO 27001 standards.

7. Compliance and Reporting
• Ensure compliance with all relevant industry standards, government regulations, and internal policies related to quality and safety.
• Prepare and submit regulatory reports and documentation to relevant authorities.
• Serve as the primary liaison with regulatory agencies, customers, and certification bodies.

Education

Qualification & Experience
1. Bachelor’s degree in Engineering, Quality Management, Occupational Health and Safety, or a related field.
2. Relevant certifications such as Certified Quality Manager (CQM), Certified Safety Professional (CSP), Six Sigma, or ISO Lead Auditor are preferred.

3. At least 3 to 5 years working experience in the Quality Management and safety, preferably in IT industry.
4. Proven experience in developing and managing QMS and safety programs.
5. Experience with regulatory compliance, audit management, and risk management.

Skills

Specialist Skill Requirement
1. Strong knowledge of quality management frameworks (e.g., ISO, Six Sigma, Lean) and safety standards (e.g., OSHA, ISO 45001).
2. Excellent leadership and team management skills.
3. Strong analytical, problem-solving, and decision-making abilities.
4. Exceptional communication and interpersonal skills.
5. Proficiency in quality management and safety software tools.
6. Ability to work collaboratively across departments and manage multiple projects simultaneously