Customer Quality Assurance

Ethos Foundation; Birmingham; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a proactive Customer Quality Assurance Specialist to enhance quality standards and customer satisfaction. This hands-on role focuses on addressing quality issues, managing customer complaints, and ensuring compliance with quality KPIs. You will collaborate with various internal teams and engage with customers across Europe, driving continuous improvement in a dynamic, night-based environment. If you're ready to elevate your quality career, this opportunity offers a supportive team where your contributions will be valued and recognized.

Benefits

4-Day Working Week

26.5 Days Annual Leave

8% Pension

Life Assurance

Qualifications

• 5+ years of experience in quality-focused roles with 8D/5Y methodologies.
• Proven problem-solving skills using structured tools like fishbone diagrams.

Responsibilities

• Investigate and coordinate customer concerns related to quality.
• Produce detailed 8D and 5Y root cause reports for customer requirements.

Skills

Problem-solving skills

8D/5Y methodologies

Analytical skills

Attention to detail

Technical drawing interpretation

Education

Engineering qualification to ONC level or higher

Tools

MS Office

Job description

Are you passionate about driving high standards in quality and customer satisfaction?

Do you have a solid background in quality assurance and problem-solving within a manufacturing or engineering environment?

If so, we want to hear from you.

We are currently seeking an experienced Customer Quality Assurance Specialist (Nights) to join our client's team in Birmingham. This is a hands-on role, ideal for someone with a proactive mindset and a drive for continuous improvement.

Benefits

4-Day Working Week | 26.5 Days Annual Leave | 8% Pension | Life Assurance

About The Role

Reporting to the Quality Manager, you will play a critical role in maintaining customer confidence and ensuring that all quality concerns are addressed swiftly and effectively. You will consult closely with internal teams and customers across Europe, managing and coordinating all aspects of customer quality issues during the night shift.

This role will see you working across a variety of formal forums and projects, from managing customer complaints to supporting internal process improvements.

Key Responsibilities

• Investigate and coordinate customer concerns, including product traceability and inspection activities.
• Produce and manage detailed 8D and 5Y root cause reports aligned with customer-specific requirements.
• Monitor and report on quality KPIs, including complaints per million (CPM), cost of poor quality (COPQ), and customer scorecards.
• Lead containment activities, ensuring non-conforming product is quarantined and corrective actions are taken.
• Chair meetings and customer visits to address quality issues and implement long-term resolutions as required.
• Collaborate daily with Warehouse, Supplier Quality, and Material Planning & Logistics (MP&L) teams.
• Support sales and customer-facing teams on technical quality topics and escalate concerns where appropriate.
  
  

Essential

Key Skills & Experience

• Proven problem-solving skills using structured tools such as 5 Why, fishbone diagram or similar.
• At least 5 years of practical experience with 8D/5Y methodologies in a quality-focused role
• Engineering qualification to ONC level or higher
• Strong analytical skills and attention to detail
• Advanced user of MS Office; capable of preparing quality presentations and reports
• Valid driving licence – travel within the UK and Europe may be required.
• Comfortable reading and interpreting technical drawings and using measurement tools.
  
  

Desirable

• Knowledge of industry standards including ISO 14001, ISO 45001, IATF 16949
• Experience working with customer portals and quality systems.
• Familiarity with PPAP documentation and quality audit processes
  
  

What You Bring

You're a initiative-taker with a systematic approach and an eye for detail. You work well under pressure, prioritise tasks effectively, and thrive in an environment where problem-solving and quality take centre stage. You are equally comfortable working independently or collaborating with colleagues to meet shared objectives.

If you are ready to take the next step in your quality career and thrive in a night-based role, we invite you to apply. Join a team where your expertise and dedication to quality will be recognised and rewarded.

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