General Position Summary - This position is based in the United Kingdom, must reside in the UK
The EMEA Quality Subject Matter Expert (SME) plays a critical role in enhancing product quality and customer satisfaction by analyzing and presenting data from Salesforce, Oracle, OTA, and other key systems. This role ensures potential product issues are proactively identified, closely monitored, and promptly addressed to improve the overall customer experience.
A key responsibility is translating customer and field feedback into actionable insights. The EMEA Quality SME evaluates trends, identifies emerging risks, and highlights opportunities to strengthen product performance and competitiveness.
Working cross-functionally, the role collaborates with stakeholders to manage and resolve requests via the DMR (Data Management System), driving operational efficiency and ensuring timely and accurate issue resolution. By generating meaningful, data-driven insights, the EMEA Quality SME directly contributes to higher-quality products, optimized processes, and stronger customer satisfaction.
Key Responsibilities
* Collaborate with cross-functional teams including Quality, Service, Field Service, and Technical Content to ensure customer needs are met.
* Analyze Salesforce, Oracle, and OTA data to identify potential issues affecting product performance or customer experience, including metrics such as mean time to failure.
* Monitor product issue rates, escalate customer-impacting issues promptly, and work with teams to resolve them efficiently.
* Ensure all Data Management Requests (DMRs) are completed accurately, on time, and with customer impact as a top priority.
* Create and maintain reports and dashboards that provide actionable insights to improve customer satisfaction.
* Communicate findings professionally to leadership and cross-functional teams, emphasizing implications for customer experience.
* Actively participate in process improvement initiatives aimed at reducing customer complaints, improving product reliability, and enhancing overall service quality.
* Engage in training, design review meetings, and potentially field visits to gain hands-on understanding of products and their impact on customers.
* Support corrective actions and address noncompliance to uphold quality-of-service standards that directly affect customers.
* Identify opportunities to streamline processes and enhance service delivery to consistently improve the customer experience.
* To understand customer and field quality issues, concerns, and opportunities by translating data and feedback into meaningful insights. This includes evaluating trends, identifying emerging risks, and highlighting opportunities to strengthen product performance and competitiveness.
Qualifications / Skills
Education:
* Bachelor’s degree in business Analytics, Information Systems, Computer Science, Engineering (Mechanical, Electrical, Industrial), Statistics, Data Science, or Quality/Operations Management.
* Preferred certifications: Salesforce, Oracle, data analytics tools, or quality/process improvement certifications (e.g., Six Sigma, Lean, CQE).
Experience:
* 2–5 years of experience in data analysis, quality, or customer service analytics, preferably in a technical or product-focused environment.
* Demonstrated experience analyzing complex data sets (Salesforce, Oracle, OTA, or similar) to identify trends, root causes, and actionable insights.
* Proven track record of working cross-functionally to resolve product or service issues that directly impact customers.
* Experience in process improvement initiatives aimed at enhancing customer satisfaction or service quality.
Skills / Competencies:
* Strong analytical and problem-solving skills with attention to detail.
* Proficiency in Salesforce, Oracle, Excel, and other reporting/analytics tools.
* Excellent communication skills, capable of presenting complex data to leadership and cross-functional teams with a customer-centric focus.
* Ability to manage multiple projects and priorities using systems such as DMR, with an emphasis on timely resolution for customer impact.
* Strong collaboration skills and ability to engage with teams across Quality, Service, Field Service, and Technical Content.
* Customer-focused mindset with the ability to identify opportunities to improve product reliability, service quality, and overall customer experience.
* Mechanically inclined, aptitude for technical understanding of fitness equipment
* Supply chain understanding to be able to assess impacts