Assistant Manager - Consumer Care & Quality MIS

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