- 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.
- 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.
- 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.
- 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.
- 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.
Complaint Assessment & Prioritization:
Investigation & Root Cause Analysis:
Corrective and Preventive Actions (CAPA):
Reporting & Complaint Resolution:
Trend Analysis & Quality Improvement: