Head of Quality Assurance

Job Content

Set up, manage and continuously improve the Quality Management System inMCC Pkto:

1.Implement successfully:

• Quality Standards and Regulations
• Quality Policy, Quality Strategy and Quality Plans

2.Cooperate and support effectively:

• All other business functions in the company to achieve their business target and business compliance which related to quality requirements, sustainability development and environmental control

All business partners along the end-to-end supply chain to meet the quality expectation of their customers

Key Responsibilities / Key Result Areas

1. Organizational structure and personnel development

• Define the necessary resources and organize the QA dept. following company policy and guidelines
• Define the job-description and necessary qualification according to the job content and responsibility of each QA position
• Recruit, train, evaluate and define the development plan for QA people to assure their competency to the job description
• Define the department budget and control the expenses

2.Quality strategy and quality plans

• Develop the quality strategies and quality plans for the company based on the deep understanding and proper evaluation of the quality requirement and expectation from internal customers (such as Metro Group regional and country management team, functional departments, working teams,…), and external customers (such as suppliers, HORECA, Traders, SCO, other public or governmental organizations) as well as company quality policy
• Supervise the implementation of the quality plans to ensure the achievement of the target while to ensure the compliance with company quality policy and strategy

3.Stores & Logistics Center Self-Control System

• Set up the relevant process and procedure to implement effectively Self-Control-System (SCS) in Stores and/ or Logistics Centers
• Provide the training
• Define the measures and manage the implementation via KPIs and target to ensure the continues improvement of the quality levels
• Provide the guidance and support to Stores and/ or Logistics Centers for all topics related to quality of products, cold chain control, quality regulations, cleanliness, hygiene practices, safety, environment control and sustainability efforts
• Responsible for the contract of service provider on quality audit and consulting

4.Product Specifications/ Requirement Profiles

• Collect the data and information to build up the proper product specifications / requirement profiles for OB products, sensitive assortment and import goods to ensure the compliance with Metro standards, customer expectations and legal requirements
• Evaluate the risk and set up the quality monitoring program to ensure the quality of product sold to customers complying with the requirements
• Define the relevant process, procedure to manage the non-conformity product, product withdraw (from sales points), product return (to suppliers) and product recall (from customers)

5.Supplier collaboration

• Evaluate the quality levels of OB suppliers and fresh/ ultra fresh suppliers to define the supportive, corrective and preventive actions to ensure the minimum quality requirements of the products should be satisfied
• Cooperate with the institute, scientific entity, governmental organizations, business associations, service companies, … to develop the training or supporting program to enhance the quality management skills, knowledge, experiences of suppliers, focusing on suppliers of Metro OB and sensitive categories
• Evaluate and supervise the performance of service provider who provide the OB supplier quality audit or consulting

6.Customer response

• Support store to handle with all customers complaint, query, comment, … related to quality areas
• Measure the customer complaint / satisfaction level via KPIs to define the improvement plan
• Provide the collaboration with customers via training, consulting or other value added services to enhance the quality awareness, understanding and executions

7.Crisis management

• Set up the relevant process for crisis management, focusing on the quality incidents following the crisis management manual of the company
• Act as the interface between national, regional and international crisis management teams during quality incident
• Activate the national crisis management group and be responsible for product withdrawal / recall / return procedures
• Establish & maintain the constant contact with relevant authorities if required

8.Quality regulations

• Build up and maintain the effective contact with quality regulatory agencies for information about best practice collecting, sharing, collaborating,… on any quality topics applicable for Metro business or retail industry
• Set up database of quality regulation and update in time
• Be the change agent to deploy and implement the new quality regulations which is applicable, compulsory or advised for Metro business or retail industry
• Actively participate the forum, discussion panel, seminar or other collaboration program to build up, adapt, upgrade or improve quality standards, regulations, specifications, practices, …

9.Sustainability effort and Environment control

• Actively participate in the working group to find out the proper solution, build up the procedure and measures for the implementation and monitoring of the strategic sustainability / environmental control efforts defined by the company
• Support and/or participate the training program for Metro team in the country

10.Support quality branding by providing quality expertise and information to Marketing and Corporate Communication / Public Relation dept