Job Profile: Customer Quality Executive

Department: Customer Quality

Reports To: Quality Assurance Manager

Job Summary

The Customer Quality Executive is responsible for managing customer quality issues, ensuring timely resolution of customer complaints, and maintaining strong customer relationships through effective quality assurance practices. This role acts as the primary liaison between customers and internal departments to drive corrective and preventive actions, improve product quality, and ensure compliance with customer-specific requirements and industry standards.

Key Responsibilities

Customer Quality Management

• Serve as the primary contact for customer quality-related issues and inquiries.
• Handle customer complaints and ensure timely investigation and resolution.
• Coordinate with internal departments to implement corrective and preventive actions (CAPA).
• Monitor customer satisfaction and quality performance metrics.
• Maintain strong relationships with customers to ensure quality expectations are met.

Complaint Investigation & Problem Solving

• Lead investigations into customer complaints using structured problem-solving methodologies.
• Conduct Root Cause Analysis (RCA) using tools such as 8D, 5 Why, Fishbone Diagram, and FMEA.
• Verify the effectiveness of corrective actions and preventive measures.
• Prepare and submit customer complaint reports within the required timeline.

Quality Assurance & Compliance

• Ensure products comply with customer specifications, drawings, and quality standards.
• Support compliance with ISO 9001, IATF 16949 (where applicable), ISO 14001, and customer-specific requirements.
• Participate in internal, customer, and third-party audits.
• Ensure proper documentation and traceability of quality records.

Customer Communication

• Coordinate customer visits, quality meetings, and audits.
• Communicate quality performance, improvement plans, and corrective actions to customers.
• Respond promptly to customer quality concerns and provide regular status updates.

Data Analysis & Reporting

• Monitor customer quality KPIs and prepare regular reports.
• Analyze quality trends, warranty claims, returns, and customer complaints.
• Recommend improvement initiatives to reduce defects and improve customer satisfaction.
• Prepare monthly quality performance presentations for management review.

Cross-Functional Collaboration

• Work closely with Production, Engineering, Manufacturing, Supply Chain, and Sales teams to resolve quality issues.
• Support New Product Introduction (NPI) and customer qualification activities.
• Participate in product and process improvement projects.

Continuous Improvement

• Drive continuous improvement initiatives to reduce customer complaints and improve product quality.
• Support Lean Manufacturing, Six Sigma, and Kaizen activities.
• Promote customer-focused quality culture throughout the organization.

Qualifications & Experiences

• Bachelor's Degree in Quality Management, Mechanical Engineering, Industrial Engineering, Manufacturing Engineering, or a related discipline.
• 2–5 years of experience in Quality Assurance, Customer Quality, or Manufacturing Quality.
• Experience in automotive, electronics, metal fabrication, EMS, or manufacturing industries is preferred.
• Experience handling customer complaints and audits is an advantage.

Technical Skills

• Customer Quality Management
• 8D Problem Solving
• Root Cause Analysis (RCA)
• Corrective and Preventive Action (CAPA)
• Failure Mode and Effects Analysis (FMEA)
• Statistical Process Control (SPC)
• APQP and PPAP (preferred)
• Control Plan
• Quality Management Systems (QMS)
• ISO 9001 and IATF 16949 standards
• Microsoft Excel, PowerPoint, and ERP systems
• Data analysis and reporting

Soft Skills

• Strong communication and interpersonal skills
• Customer relationship management
• Problem-solving and analytical thinking
• Attention to detail
• Negotiation and conflict resolution
• Time management and prioritization
• Teamwork and cross-functional collaboration
• Presentation and report-writing skills
• Ability to work under pressure and meet deadlines

Working Conditions

• Manufacturing and office environment.
• Frequent interaction with customers and cross-functional teams.
• Occasional travel for customer visits, audits, or meetings.
• May require flexibility to respond to urgent customer quality issues outside normal working hours.

Preferred Certifications

• ISO 9001 Internal Auditor
• IATF 16949 Internal Auditor
• Six Sigma Green Belt
• Lean Manufacturing Certification
• Certified Quality Engineer (CQE) (advantageous)