Customer Quality Specialist

About the role

Seeking a Customer Quality Specialist with strong experience owning customer complaints, warranty/field issues, quality escapes, RCA, and CAPA from initial intake through final resolution. The ideal candidate will be highly customer-facing and able to influence Engineering, Operations, Warranty, Service, Sales, and Supply Chain to identify root causes, implement corrective actions, and prevent repeat issues.

Responsibilities

• Own customer complaints, quality escapes, warranty issues, and post-delivery quality concerns end-to-end.
• Lead containment, investigation, root cause analysis, corrective/preventive actions, effectiveness verification, and closure.
• Apply structured problem-solving methodologies including 8D, A3, 5 Whys, Fishbone, FMEA, and Fault Tree Analysis.
• Serve as the primary quality interface with customers, providing timely updates, findings, action plans, and resolution status.
• Coordinate cross-functional teams across Engineering, Manufacturing/Operations, Warranty, Service, Sales, and Supply Chain.
• Track customer complaint and warranty KPIs, trends, repeat failures, and systemic quality issues.
• Drive CAPA activities to completion and ensure corrective actions are effective and sustainable.
• Facilitate quality meetings and maintain clear ownership, timelines, and action items.
• Maintain accurate documentation in accordance with QMS requirements.
• Support customer visits, audits, technical reviews, and customer-facing quality discussions.
• Prepare and present customer quality, complaint, warranty, and CAPA performance reports to leadership.
• Identify continuous improvement opportunities that reduce defects, improve customer satisfaction, and prevent repeat escapes.

Required Qualifications

• Bachelor's degree in Engineering, Quality, Manufacturing, Business, or related technical discipline.
• 5+ years of experience in Customer Quality, Quality Engineering, Manufacturing Quality, Warranty, or related areas.
• Proven experience managing customer complaints, quality investigations, warranty claims, and corrective actions.
• Strong hands-on experience with RCA and CAPA.
• Demonstrated ability to work directly with customers and lead cross-functional problem resolution.
• Strong knowledge of 8D, A3, 5 Whys, Fishbone, containment, corrective action, and effectiveness verification.
• Strong analytical, communication, presentation, and project-management skills.
• Proficiency with Microsoft Excel, PowerPoint, and Word.
• Ability to influence cross-functional teams without direct authority.

Preferred

• ASQ Certified Quality Engineer (CQE)
• Six Sigma Green Belt or Black Belt
• Experience with QMS, audits, warranty/field performance, and continuous improvement