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Responsibilities
* Serve as the main point of contact for customer-related quality concerns, ensuring efficient issue resolution and proactive communication.
* Drive root cause analysis and problem-solving efforts using methodologies such as 8D, Five Whys, and similar frameworks.
* Maintain clear, timely, and professional correspondence with clients regarding investigations, corrective actions, and updates.
* Collaborate closely with internal teams — including Engineering, Production, and Projects — to investigate issues and implement preventative measures.
* Organise and support external audits, ensuring all findings are addressed and followed up effectively.
* Track customer feedback and satisfaction indicators, using data insights to lead improvement initiatives.
* Support compliance with relevant quality management standards (e.g. ISO 9001, IPC Class 3 or equivalent).
* Coordinate internal review processes (e.g. Material Review Boards) and oversee closure of non-conformances.
* Promote a culture of quality across operations, encouraging high standards and continuous improvement.
* Ensure all activities align with company-wide policies for health, safety, quality, and sustainability.
Experience & Skills Required
* Prior experience in a quality-focused role within a technical or manufacturing environment, ideally related to electronics or high-reliability products.
* Strong background in customer support or client-facing quality resolution.
* Competent in quality and process improvement tools (e.g. 8D, 5Y, SPC, Pareto analysis, Fishbone diagrams, Six Sigma).
* Excellent interpersonal and communication skills — capable of managing expectations across technical and non-technical stakeholders.
* Demonstrated ability to influence cross-functional teams and drive initiatives to resolution.
* Knowledge of lean manufacturing principles and continuous improvement processes.
* Degree or equivalent experience in Engineering, Manufacturing, or a related technical discipline preferred.
* Highly organised, analytical, and detail-oriented.
* Proactive and practical mindset with a strong focus on solutions and customer satisfaction.
* Comfortable working independently and handling multiple projects or deadlines simultaneously.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Manufacturing, Project Management, and Production
Industries
* Appliances, Electrical, and Electronics Manufacturing and Manufacturing
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