Customer Quality Job Description
Customer Quality Duties & Responsibilities
To write an effective customer quality job description, begin by listing detailed duties, responsibilities and expectations. We have included customer quality job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Quality Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Quality
List any licenses or certifications required by the position: CQE, ASQ, CQM, ISO, MBB, BB, TS, ASQC, GB, DFSS
Education for Customer Quality
Typically a job would require a certain level of education.
Employers hiring for the customer quality job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Engineering, Technical, Education, Associates, Management, Science, Manufacturing, Electrical Engineering, Mechanical Engineering, Electronics
Skills for Customer Quality
Desired skills for customer quality include:
Desired experience for customer quality includes:
Customer Quality Examples
Customer Quality Job Description
- Observe and evaluate customer experience and interaction of assigned Customer Service Representative ensuring the company, client and legal compliance requirements are met
- Maintain process compliance standards of accuracy and productivity when evaluating customer interactions
- Review low performing CSAT Participate in selective monitoring process and Customer Experience Assessments, as assigned
- Provide support and coaching as appropriate to evaluated Customer Service Representatives
- Partner with management and other team members to assist and support the resolution of customer needs, as appropriate
- Proactively seek and recommend client/process updates to enhance the overall customer experience
- Lead weekly quality calibration to ensure consistency in call handling and overall customer experience
- Work with web development to address any customer facing issues that are creating poor customer experience
- Complete necessary research and required reporting associated with role
- Develop and support execution of Quality Processes to attain and maintain Q1 Ford Certification
- Participating regular operating rhythm around customer facing metrics including trend analysis and improvement plans for Field Services, Repairs, Parts, and Engineering Services
- Experience and knowledge of quality tools (PPAP, PFMEA, CP, PFMEA, 8D
- Well organized, with good interpersonal abilities
- Demonstrated strong quality performance
- Demonstrated ability to work independently, take initiative and follow through on assignments with minimal supervision
- Effectively communicate in a clear and concise manner both written and verbal
Customer Quality Job Description
- Lead activities related to achieve Key endorsements from Ford required for attaining Q1
- Identify gaps in the Quality Processes before, during, and after implementation of Q1 related processes
- Coordinate between Divisional resources and plant resources for activities related to Q1 attainment
- Identify, promote, and deploy Quality best practices throughout Power Solutions to help achieve Q1 in Other PS facilities
- Exceptional collaboration within a matrixed environment
- Organizes and supports customer´s quality-related visits and audits
- Responsible for working with the customer's portal for quality related topics
- Monitors and reports the site specific view of quality on the customer´s portals
- Enters all quality requested data to customer´s portal or answers the customer requests
- Advise and be the expert on the use of customer specific requirements
- Minimum of one (1) year or experience in data analysis and report building
- Flexibility in work schedule is a must to accommodate peak seasons
- Travel to remote call center, as needed
- Ability to deep dive/analyze data and draw conclusions leading to improvement initiative recommendations
- Professional approach to working with colleagues at all levels – L4 & L5 Team Managers, Remote Mentors, Training Team, and Support Services Teams
- Ability to coach peers and displays adequate communication to influence levels above
Customer Quality Job Description
- Has the authority and the responsibility to stop any process or product delivery in case of a serious non-conformance of customer expectations, safety or environmental risks
- Actively participates in continuous improvement /corrective action activities of quality related processes and ensures the right application of quality tools and quality expertise
- Ensure customer satisfaction through quick follow up to problems/ customer concerns, good root cause analysis, & complete feedback
- Assist in TS16949/ISO 14001 maintenance
- Thoroughly evaluate all customer returns and determine root causes
- Communicate build concerns to work areas
- Monitor QR System for customer problems (coordinate responses with QA Manager) (assigned quality engineer)
- Coordinate seat replacement and pickup requirements
- Review supporting quality documentation to ensure it is filled out completely and correctly
- Work with Customer Liaisons at the customer to ensure all replacement, concerns and reports are followed though to ensure customer satisfaction
- Six Sigma Green-belt and DFSS certification (minimum within 6 months)
- Should be willing to travel including internationally
- At least six years related work experience, including one year in a lead or supervisory capacity, is required
- Solid understanding of PPAP process
- Background in Process Engineering
- Knowledge of the new product development process
Customer Quality Job Description
- Reviews test datalog to provide test summary result
- Performs tester set-up and validation in preparation for electrical verification of customer returned units
- Performs basic troubleshooting and repair of FA Lab testers
- Proactively escalates or seek resolution for work related issues to immediate supervisor or subject matter expert
- Be able to initiate or support improvement projects
- Be able to handle assigned tasks beyond the normal scope
- Act as mentor or trainer to newly hired or junior technicians with respect to the work of a test technician
- Able to support 3D report generation for customer quality incidents
- Regularly generate and analyze individual performance metrics for communication to immediate supervisor
- Practice company values
- Lean-Six Sigma knowledge/ Experience
- Preference provided to engineering or technical associates degree
- Statistically data driven & Analytical
- Knowledgeable of GD&T
- Basic concepts of industrial and environmental security
- General aspects of the quality systems, preferably in TS16949
Customer Quality Job Description
- Development, maintainance and continious improvement of customer complaint processes by considering effective tools, methods and compatibility with quality management and production systems
- Handling each customer complaints by analysing root causes, defining and implementing corrections and corrective actions effectively
- Coordination between customers, sales departments, factory, headquarter and customer complaint team with a customer focused approach
- Estabilishing, maintaining and improvement of an effective digitalizied recording, tracking, analysing and reporting tool
- Providing feedbacks for necessary product and process development requirements to the concerned parties like R&D, production and other quality funktions as a result of returned goods root cause analyses
- Continious self development on product and process specific knowledge and concerned national and international standarts
- Development competencies of customer complaint team by training on relatet product and processes
- Handling on site failure detection and repair activities when necessary
- Participation and contribution to the quality processes and activities like audits, CIP, assesments, trainings
- The preparation and technical authorship of customer and internal quality related documents required for the introduction of our new products into manufacturing locations, utilising the statistical analysis skills and technical and quality knowledge that you will gain
- Laurea in Lingue o in discipline economiche
- Preferibile esperienza lavorativa di 1-3 anni
- La conoscenza di una seconda lingua straniera (Spagnolo o Francese) è requisito preferenziale
- Buona conoscenza dei sistemi informatici, in particolare del pacchetto Office
- La conoscenza di gestionali aziendali ERP – CRM è requisito preferenziale
- Flessibilità e precisione