Role & responsibilities

- Manage end-to-end consumer complaints, escalations, investigations, root cause analysis, and CAPA effectiveness.

- Monitor consumer care KPIs, service quality, customer satisfaction, and complaint resolution.

- Analyse complaint trends, quality risks, and consumer insights to drive continuous improvement.

- Lead Quality MIS and eQMS implementation, governance, integration, and system enhancements.

- Develop quality dashboards, management reports, KPI scorecards, and actionable business insights.

- Drive process standardization, workflow optimization, automation, and AI-enabled quality analytics.

- Ensure data integrity, regulatory compliance, audit readiness, and effective quality documentation.

- Collaborate with cross-functional teams, IT, and vendors to improve quality performance and system effectiveness.

Preferred candidate profile

- 6 -10 years of experience in Consumer Care, Customer Experience, Complaint Management, CRM, Consumer Quality, or related functions.

- Preferred Experience of handling food quality, food safety, and consumer complaint investigations in Food industry

📌 Assistant Manager - Consumer Care & Quality MIS (Mumbai)
🏢 Parle
📍 Mumbai