You are responsible to develop and execute a comprehensive ‘Customer Management and Engagement’ (CME) program to build a close network of customers, with the objectives to (1) obtain their direct, honest and constructive feedback on their interactions with CelcomDigi, (2) obtain insights into any feedback they may have of competitors, both locally and globally, (3) test out new ideas/ products/ innovative solutions in order to gauge customer acceptance and (4) build a strong, emotionally attached loyal group of customers whom will be advocates for the organization and brand.
You are to build a wide-ranging and relevant event calendar under this program to include, but not limited to, Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events, in order to achieve the objectives as mandated.
You will need to work very closely with other departments within Customer Experience Division and wider within CelcomDigi, to identify and prioritise topics and matters that would be best included and executed under this Customer Management and Engagement program.
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Develop, implement, and maintain quality management systems (QMS) in alignment with ISO 13485, GDPMD, and other relevant standards and regulatory requirements.
Plan and coordinate internal and external audits, inspections, and assessments, ensuring timely closure of any findings.
Review and approve quality-related documents, SOPs, and technical files.
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Verify initial press setup against customer-approved proofs for artwork, text, barcodes, colors, and die-cut dimensions.
Online/Inline monitoring check. Conduct routine checks during printing runs.
Finished goods inspection. Conduct a final visual inspection of finished label rolls or sheets for creases, smudges, misaligned die-cuts, and missing labels.
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Manage quality notifications by reviewing complaints and ensuring accurate assignment to both internal and external partners for outbound and inbound shipments. Focus on optimizing the process through effective "pass-through" Quality Notifications (QNs) to enhance response efficiency and resolution.
Forward logistics-related quality notifications to the logistics department and verify their responses promptly.
Assign specific tasks to designated Warehouse personnel based on identified issues such as over-pick, over-shipment, and missing Uline labels. Ensure effective coordination and communication between logistics and warehouse teams to resolve quality issues.
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Bachelor's degree in Computer Science or any related field, or a Diploma with 2 years of experience in quality assurance or software testing or similar role is required for this position.
Familiarity with manual and automated testing methodologies and tools.
Familiarity with testing methodologies, test case design, and execution.
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Manage and oversee the development and implementation of quality assurance procedures, processes and standards to ensure alignment to global DKSH quality policy and local regulatory guidelines
Develop and maintain quality assurance systems, including the development of quality checklists, supporting tools and techniques
Recommend improvement on policies, practices and processes to ensure the attainment of product quality standards
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Manage and oversee the development and implementation of quality assurance procedures, processes and standards to ensure alignment to global DKSH quality policy and local regulatory guidelines
Develop and maintain quality assurance systems, including the development of quality checklists, supporting tools and techniques
Recommend improvement on policies, practices and processes to ensure the attainment of product quality standards
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Build quality competency on all operation and loading staff who play a role in IMS activities (this include Nestle employees, 3rd party service providers and container liners).
Manage and coordinate all IMS related complaints effectively (such as the use of IMS complaint forum) include investigation, possible root causes identification and implementation of preventive actions by the relevant stake holders.
Manage all IMS complaints effectively to ensure closure of complaints on agreed turn - around - time (TAT).
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