Quality Engineer

Day to Day Responsibility

•    Serve as the main quality contact for customers regarding product quality issues, complaints, and quality performance.
•    Manage customer complaints and claims, including issue clarification, containment action, root cause analysis, corrective actions, and closure.
•    Lead or coordinate 8D reports, CAPA, and other problem-solving activities in response to customer quality concerns.
•    Work closely with Production, Engineering, Process Quality, PQA, Supplier Quality, and other related teams to investigate and resolve customer-reported issues.
•    Ensure timely and professional communication with customers on quality investigations, action plans, and progress updates.
•    Monitor customer quality performance indicators such as complaint rate, return rate, PPM, and response lead time.
•    Support customer audits, visits, and quality reviews, and ensure follow-up actions are completed effectively.
•    Review customer requirements and ensure they are properly deployed into internal quality standards and control processes.
•    Analyze customer complaint trends and recurring issues, and drive continuous improvement initiatives to improve customer satisfaction.
•    Coordinate quality-related activities for customer returns, sorting, rework, concession requests, and deviation management if applicable.
•    Support new product introduction and product changes from a customer quality perspective.
•    Maintain customer quality records, complaint databases, and related documentation in compliance with internal and customer requirements.
•    Other responsibilities assigned by supervisor.

Education & Experience

•    Bachelor’s degree or above in Engineering, Quality Management, Manufacturing, or a related field.
•    Minimum 3–5 years of experience in customer quality, quality assurance, manufacturing quality, or a related role in a manufacturing environment.
•    Experience in handling customer complaints, customer returns, non-conformance management, and corrective/preventive actions.
•    Hands-on experience with quality problem-solving methodologies such as 8D, 5 Why, Fishbone Diagram, CAPA, and root cause analysis.
•    Experience in cross-functional coordination and communication with customers and internal stakeholders.
•    Familiarity with customer quality requirements, product quality control, and manufacturing processes.
•    Experience with quality management systems such as ISO 9001, IATF 16949, or equivalent is preferred.

Required Skills. Competencies, or Certification

Required by Legal or EHS:
•    Know quality relevant law and regulations 

Competencies (knowledge, skills, and behaviors)
•    Knowledge of customer quality management principles and complaint handling processes.
•    Understanding of product quality assurance, manufacturing quality systems, and non-conformance control.
•    Familiarity with quality tools such as 8D, CAPA, FMEA, SPC, MSA, and root cause analysis.
•    Knowledge of customer-specific requirements, audit expectations, and quality documentation practices.
•    Understanding of quality performance indicators such as PPM, complaint trends, and return analysis.
•    Basic understanding of product realization, process flow, and change management.
•    Strong problem-solving and analytical skills.
•    Effective communication skills, especially in customer-facing situations.
•    Good coordination and stakeholder management skills across multiple functions.
•    Ability to prepare professional reports, including 8D reports, complaint summaries, and customer responses.
•    Good negotiation and conflict-handling skills.
•    Strong data analysis and reporting skills.
•    Good command of written and spoken English.

Desired competencies

•    Experience in direct communication with international customers.
•    Knowledge of APQP, PPAP, and customer-specific quality requirements.
•    Familiarity with automotive, electronics, or other industry-specific quality standards, depending on the business.
•    Six Sigma Green Belt or other quality-related certification is an advantage.
•    Experience in customer audits, warranty analysis, and field failure investigation is preferred.
•    Ability to lead quality improvement projects and drive preventive quality initiatives.
•    Familiarity with ERP, QMS, and customer complaint management systems.