Quality Assurance Engineer III

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to major brands worldwide.

About the role

This position serves as the quality owner for End-to-End (E2E) quality reviews, field quality metrics, hardware support quality alignment, root-cause analysis (RCA) process discipline, and quality documentation stewardship. The role complements the Software Support Analyst II by defining quality requirements, interpreting trends, driving corrective actions, and providing the overall quality narrative, while the analyst focuses on repeatable data execution, reporting automation, dashboard maintenance, and metric calculation.

Responsibilities

• Quality governance, E2E reporting, and management reviews:
  • Own the monthly E2E product scorecard process, consolidate quality reporting inputs, track E2E action items, and prepare management-ready quality summaries.
  • Translate quality data into risks, decisions, actions, and executive-level insights.
• NPI, product investment, launch readiness, and quality planning:
  • Develop and maintain quality plans, support reliability and serviceability assessments, participate in readiness reviews, and verify that products, processes, and production outputs meet quality requirements before release.
• Field quality, hardware support metrics, and issue containment:
  • Monitor production and field performance against quality targets, review hardware service requests (SR) and L2/L3 support metrics, identify recurring or aging issues, and drive corrective action closure as needed.
• Supplier quality, manufacturing readiness, and corrective/preventive actions:
  • Support quality engineering team with supplier audits and qualifications, manufacturing readiness activities, defect resolution, failure analysis, root cause investigations, and implementation of corrective and preventive actions with suppliers and cross-functional teams.
• Quality systems, repositories, and process documentation:
  • Maintain quality SharePoint repositories, templates, standard operating procedures (SOPs), RCA tools, SAT report process artifacts, quality cost survey inputs, SCE/RA support documentation, and standardized procedures for quality reviews and operational handoffs.
• Cross-functional partnership with Software Support Analyst and support operations:
  • Define quality metrics, KPI interpretation, validation requirements, prioritization, and action ownership while partnering with the Software Support Analyst on data extraction, automation, dashboard maintenance, metric calculations, and data quality validation.
• Perform other related duties as assigned.

Requirements

• Bachelor’s degree in Engineering, Quality, Manufacturing, Computer Science, Information Systems, Data Analytics, or a related technical discipline preferred. Equivalent combination of education and relevant experience may be considered.
• 5+ years of experience in quality engineering, hardware quality, product assurance, manufacturing quality, supplier quality, field quality, support quality analytics, or a related technical role.
• Experience working across engineering, support, manufacturing, suppliers, account teams, and product management in a technical product environment.
• Functional leadership experience preferred, including leading cross-functional quality reviews, action item closure, supplier corrective actions, or process improvement initiatives.
• Quality engineering discipline across NPI, lifecycle quality, supplier quality, manufacturing readiness, and field issue containment.
• Ability to evaluate production and field performance data, identify quality trends, and drive measurable corrective actions.
• Knowledge of End-to-End (E2E) quality scorecards, field quality metrics, Service Request (SR)-based quality analysis, L2/L3 support metrics, and action tracking practices.
• Working knowledge of new product development Investment & Launch Readiness Review (IRR/LRR) quality planning, reliability and serviceability checklists, Serviceability Assessment (SAT) reports, RCA templates, quality cost surveys, and service cost/Repair Action (RA) inputs.
• Comfort working with Jira, Smartsheet, SharePoint, Excel, PowerPoint, Teams, and dashboard/reporting repositories used for quality governance.
• Ability to convert quality requirements into repeatable procedures, metric definitions, validation expectations, and review-ready management summaries.
• Strong cross-functional communication skills with engineering, software support, QA, product management, manufacturing, suppliers, service, and customer/account teams.
• Exercises independent judgment in selecting methods, techniques, and evaluation criteria for resolving complex quality issues.
• Able to communicate difficult or sensitive quality information clearly and tactfully, including stop-ship, field containment, supplier corrective action, and customer-impact topics.

Benefits

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days