Quality Management Specialist

Job Responsibilities:

- Develop, implement, and maintain the quality management system (ISO 9001, ISO 14001, ISO 45001, or other logistics-related standards).

- Create and manage SOPs, Work Instructions (WI), Forms, and Quality Manuals aligned with logistics business processes (transportation, warehousing, freight forwarding, customs clearance).

- Ensure operational processes comply with established standards.

- Conduct internal audits to ensure compliance with quality standards, SOPs, and transportation/logistics regulations.

- Prepare Corrective Action Plans based on audit findings and ensure follow-up actions are completed.

- Manage the document control system to keep all quality documents updated and properly archived.

- Identify improvement areas in distribution, storage, goods handling, and customer service processes.

- Implement improvement methods (PDCA/Kaizen/Lean Six Sigma) to enhance operational efficiency.

- Establish quality KPIs such as:

On-time delivery rate

Zero defect delivery

Damage/loss ratio

Customer satisfaction score

- Ensure all logistics processes comply with government regulations (e.g., customs, land/sea/air transportation, occupational safety).

- Act as the contact person during external audits (from certification bodies, customers, or regulators).

- Provide quality and occupational safety awareness training for warehouse staff, drivers, and operational teams.

- Build a quality & safety first culture across the organization.

- Develop customer satisfaction measurement systems (CSAT surveys, NPS, complaint handling).

- Analyze customer complaints and perform root cause analysis (RCA).

- Design service quality improvement programs (faster, more accurate, safer).

- Prepare monthly/quarterly quality reports (KPI performance, audit results, corrective actions).

- Provide input to management during Management Review Meetings for quality improvement strategies.

Requirements:

- Bachelors degree (preferably in Industrial Engineering, Management, Logistics, or related fields).

- Minimum 23 years of experience in Quality Management, preferably in logistics/warehouse/transportation industry.

- Skilled in conducting internal audits, drafting SOPs, and analyzing quality data.

- Knowledge of Warehouse Management Systems (WMS) and Transport Management Systems (TMS) is an advantage.

- Familiar with quality management standards (ISO 9001); knowledge of ISO 14001, ISO 45001, or QHSE standards is a plus.

- Preferably certified as an internal ISO auditor or has relevant QMS training.

- Communicative, detail-oriented, thorough, and with strong problem-solving skills.

- Willing to coordinate across departments and visit warehouses/transport sites.

- Problem Solving: Able to quickly identify root causes and design effective solutions, especially in emergency situations.

- Continuous Learning Mindset: Open to feedback, updated ISO standards, and logistics best practices.

- Time Management: Able to prioritize audit, reporting, and improvement tasks effectively.

- Placement, Margorejo Surabaya