Quality Assurance and Investigation Executive - Operational Excellence, SharedSBusiness

Role Overview

We are seeking a detail-oriented and proactive Quality Assurance and Investigation Executive to enhance operational excellence and ensure the highest standards of accuracy and compliance within our warehouse. This role focuses on conducting quality checks, leading investigations into operational errors, and driving initiatives to reduce refund and return (RR) rates. The ideal candidate will possess strong analytical skills, thrive in a fast-paced environment, and demonstrate a keen eye for identifying process gaps and quality issues.

Key Responsibilities

• Quality Control: Perform regular audits and spot checks on warehouse processes (picking, packing, and inventory management) to ensure adherence to SOPs and maintain high levels of order accuracy
• Root Cause Analysis (RCA): Investigate refund and return (RR) and escalation cases, utilising evidence (CCTV, system logs) to determine root causes and recommend corrective actions. Ensure timely resolution of high-value or escalated cases
• Process Improvement: Develop and implement proactive quality assurance initiatives, driving operational improvements to reduce RR rates and enhance overall warehouse efficiency
• Training and Development: Conduct training sessions for warehouse staff to reinforce compliance with quality standards and improve operational accuracy. Lead workshops to enhance awareness of quality processes and error prevention techniques
• Reporting and Documentation: Maintain comprehensive records of quality audits, investigations, and corrective actions. Deliver regular reports on QA performance, trends, and areas requiring further improvement
• Perform other ad hoc tasks and responsibilities as assigned by the manager to support team and business needs

• Bachelor’s Degree in Logistics, Supply chain, or related disciplines
• Internship experience in quality assurance, investigations, or operational compliance within a warehouse, logistics, or e-commerce environment
• Relevant experience in supply chain sector will be an advantage
• Proficiency in data analysis tools and Excel (familiarity with WMS systems is a plus)
• Strong problem-solving and analytical skills
• Able to thrive in a dynamic environment
• Ability to handle investigations objectively and communicate findings clearly
• Excellent communication and interpersonal skills
• Comfortable to work in a warehouse setting