Senior / Customer Quality Engineer

The Customer Quality Engineer serves as the primary interface between the manufacturing facility and the customer for all quality-related matters. This role is responsible for ensuring customer satisfaction by addressing quality concerns, managing complaints, driving continuous improvement initiatives, and maintaining compliance with customer-specific requirements.

Main Responsibilities

• Customer Interaction & Complaint Management : Act as the main contact for customer quality concerns and issues. Manage and lead the response to customer complaints, including 8D, 5-Why, or other root cause analysis methodologies, Ensure timely and effective communication with customers regarding quality issues and resolutions.
• Quality Assurance & Control : Monitor and track customer-specific quality KPIs (PPM, RMA rate, audit scores, etc.), Ensure all customer quality requirements are understood and implemented throughout the production process. Coordinate containment, corrective, and preventive actions for customer returns and nonconformities.
• Problem Solving & Root Cause Analysis : Lead root cause analysis and implement corrective / preventive actions for internal and customer-reported issues. Use quality tools such as FMEA, Control Plans, SPC, and DOE.
• Audit & Compliance : Support or lead customer audits and visits. Ensure compliance with ISO 9001, IATF 16949, ISO13485 or other relevant industry quality standards.
• Continuous Improvement : Participate in continuous improvement initiatives (e.g., Lean, Six Sigma, PDCA) to enhance product quality and customer satisfaction. Analyze data to identify trends and recommend improvements.
• Documentation & Reporting : Prepare and maintain quality documentation such as MRB, COPQ, PPAP, NPI / APQP, and customer reports. Generate reports for management on customer quality metrics and improvement activities.
• Quality Awareness : To provide training to above mentioned subordinates on QC / QA related functions. To conduct quality related training support to other departments as and when required.
• Management System : To prepare / update ISO 9001, IATF 16949, ISO 13485, ISO 14001 and OHSAS 18001 / ISO 45001 documents related to QA Department as and when required. To assist QA Manager in implementing and maintaining the QMS & EMS System, ISO 9001, IATF 16949, ISO 13485, ISO 14001 and ISO 45001 Management System. To assist QA Manager in liase with certification body / customer for compliance audit / surveillance audit when required. May perform other duties and responsibilities as assigned by Superior.

Qualifications

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