全职 Customer Experience Service 工作, 薪水 up to MYR 3,000, Rongsheng Food (South) Sdn.Bhd - Allace Burger & Chicken Federal Territory 公司招聘中 - Ricebowl

Key Responsibilities

• Quality System & Standard Governance
• Establish, review and maintain AllAce QA audit checklist, NCR / CAPA workflow, CCTV monitoring protocol, scoring matrix and Halal compliance standards.
• Align standards with Malaysia food safety regulation and Halal requirements.
• Update SOP audit criteria when new menu items / processes / promotions are launched.
• Maintain QA document control: version control for all QA forms, checklists, evidence archive (CCTV clips, photos, NCR records) and ensure records are retained for required regulatory retention period.
• Conduct periodic review of QA checklist to remove redundant items and add new risk points identified from incidents, complaints or regulatory updates.
• QA Programme & Resource Planning
• Design monthly audit & CCTV sampling plan for all outlets across KV, Melaka & Johor; define sampling frequency and risk-based priority (high-risk outlets get more frequent CCTV / physical audit).
• Plan travel schedule for physical unannounced audits; allocate monitoring workload
• Define CCTV monitoring rules: sampling duration, randomisation method, evidence storage policy, access control for CCTV QA footage.
• Risk & Trend Analysis & Reporting to Operation Director
• Consolidate monthly chain-wide QA dashboard: total NCR, weighted risk score, closure rate, repeat NCR rate, outlet ranking.
• Identify systemic root causes (not individual staff mistakes) and present risk summary to Operation Director.
• Highlight recurring non-conformities and recommend cross-chain improvement actions.
• Review customer food safety / quality complaints, separate operational complaints from food safety SOP breaches, conduct root cause investigation for quality-related customer claims.
• Prepare quarterly quality review presentation for Operation Director, highlight risk heat map of outlets.
• NCR & CAPA Governance
• Own the NCR/CAPA system; define severity classification rules (Critical / Major / Minor).
• Escalate critical food safety incidents and repeated systemic violations to Operation Director.
• Hold Operations (City / Area Managers) accountable for CAPA delivery and effectiveness.
• Conduct periodic CAPA effectiveness review: check whether corrective actions deliver long-term improvement, not just temporary fixes.
• Manage overdue NCR escalation matrix; define escalation timeline to Operation Manager for unresolved high-severity non-conformities.
• Cross-Functional Collaboration & Gap Handover
• Compile aggregated SOP gap analysis report for Training department, advise training priorities.
• Participate in new product launch Quality Assurance review: sensory evaluation, process validation, shelf-life review, define new product SOP and audit criteria before rollout to outlets.
• Conduct pre-opening QA audit for new outlets, verify kitchen setup, hygiene facilities, Halal readiness before grand opening.
• Hands-on task

· Conduct CCTV spot checks, capture screenshots/video evidence, perform on-site store audits

· Write individual NCRs, track individual CAPA follow-up, verify closure of findings

· Compile raw audit data for monthly dashboard

End-to-End Workflow

• CE (Back Office): Run CCTV spot check → capture evidence → log non-conformity
• CE: Issue NCR to City / Area Operations Manager
• CE: Compile recurring violation gap report → send to Training team
• Trainer (Operations): Use QA gap data → conduct targeted staff training & coaching
• CE: Re-monitor via CCTV / re-audit outlet to verify improvement
• CE: Consolidate monthly scorecard and report directly to General Manager

Pay: RM2,900.00 - RM3,000.00 per month

Benefits:

• Professional development

Work Location: In person