QA Claims Staff

QA Claims Staff

Binh Duong
09/26/2026
Full Time
Job Description

    Complaint Assessment & Prioritization:

  • Review complaint files and information transferred by the QA Claims Admin to determine impact, priority, and investigation needs.
  • Define the investigation scope and escalate critical, repeated, or high-risk issues to the QA Manager.

    • Investigation & Root Cause Analysis:

  • Collect and review data, records, photos, samples, and technical information required for investigation.
  • Coordinate QC, Production, Engineering, Technical, Lab, and relevant functions to establish evidence-based root causes.
  • Request and coordinate with the Auditor for On-Site Customer Audit (OCA) or physical product inspection when required to support complaint investigation.
  • Review and challenge the adequacy of RCA/5 Why/Fishbone analysis and supporting evidence before conclusion.

    • Corrective and Preventive Actions (CAPA):

  • Coordinate with relevant functions to develop CAPA appropriate to the identified causes.
  • Review CAPA adequacy and request improvement when proposed actions do not sufficiently address the identified causes.
  • Follow implementation status through the QA Claims Admin and coordinate CAPA effectiveness verification with the Auditor and relevant functions.
  • Monitor recurrence and propose additional actions when CAPA is not effective.

    • Reporting & Complaint Resolution:

  • Prepare or consolidate technical investigation reports and complaint resolution plans.
  • Provide technical information and repair guidance when required and appropriately validated.
  • Coordinate technical content in periodic claim review meetings and ensure Root Cause (RC), CAPA, and required evidence are reviewed.
  • Report major issues, critical cases, or decision items to the QA Manager/Board of Directors (BOD) as required.

    • Trend Analysis & Quality Improvement:

  • Analyze claim trends, recurring defects, products/customers, and root-cause patterns to identify quality risks.
  • Propose and follow up on quality improvement opportunities related to complaint findings.
Requirements

    Education:

  • College or Bachelor's degree in Quality Management, Engineering, Wood Technology, or related technical fields.

    • Experience:

  • Minimum 2 years of experience in furniture manufacturing or export industries, preferably in QA/QC, quality investigation, or customer complaint handling.
  • Solid knowledge of manufacturing processes, quality management systems, Root Cause Analysis (RCA), and CAPA frameworks.

    • Skills:

  • Good analytical and problem-solving skills with practical application of 5 Why, Fishbone diagram, RCA, and CAPA methodologies.
  • Proficient in professional English communication and capable of preparing work-related reports and technical emails.
  • Proficient in Microsoft Office suite, particularly MS Word, MS Excel, MS Outlook, and MS PowerPoint.

    • Personal Competencies:

  • Hardworking, honest, highly responsible, proactive, analytical, and able to work effectively under pressure.