Customer Quality Advisor

Castrol; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Castrol, a leading lubricant brand, seeks a Customer Quality Advisor to translate customer quality requirements into robust processes across the organization. You will act as the CSR and CMC authority, guiding change communications, compliance, and governance to maintain audit readiness and license to operate.

You will drive cross‑functional coaching, improvements, and supplier/customer collaboration to address data gaps and ensure consistent execution of quality programs globally.

Qualifications

• Bachelor's degree required.
• 3+ years in customer‑facing quality roles in automotive/regulated industries with OEM exposure.
• Experience with CSR governance, CSRs, negotiations, and governance across multiple customers.
• Hands‑on experience with core quality tools (APQP, PPAP, FMEA, 8D) across end‑to‑end value chains.
• Awareness of legal/contractual implications related to customer requirements, quality agreements, and change notifications.

Responsibilities

• Own and govern Customer Quality tools and CSR/CMC processes.
• Define standards, monitor KPIs, and drive continuous improvement.
• Lead global deployment, stakeholder engagement, and training.
• Act as CSR Subject Matter Expert and interpret/implement customer requirements.
• Lead compliance assessments, maintain compliance matrices, and resolve gaps with stakeholders.
• Drive organizational capability through coaching and training.
• Own customer change communication standards and governance.
• Lead customer notifications, approvals, discrepancy management, and change‑related decisions.
• Ensure consistent execution through training and performance monitoring.
• Manage PPAP/PQA activities and IMDS requests.
• Coordinate cross‑functional support to address requirements and data gaps.
• Lead preparation for customer audits and supplier ratings.

Skills

Customer quality

Change management

Stakeholder management

Quality governance

GSC collaboration

Education

Bachelor's degree

Tools

APQP

PPAP

FMEA

8D

Job description

Castrol is one of the world’s leading lubricant brands, serving customers and consumers in the automotive, marine, industrial and energy sectors. Castrol brands are recognised globally for their premium quality and high performance, shaped by the company’s commitment to innovation and cutting‑edge technology. With products sold in more than 150 countries, Castrol has helped keep things moving on roads and racetracks, air, sea, and space for over 125 years.

Whether you're just starting out or ready for your next big move, you're in the right place to explore an exciting career with Castrol.

Job Description

About the team

The Customer Quality Advisor ensures that customer quality requirements, change communications, and compliance commitments are translated into robust, consistent, and customer‑trusted processes across the organization.

The role acts as the central authority and credible customer interface for Customer Specific Requirements (CSR), Change Management Communication (CMC), and related quality topics, balancing customer expectations with regulatory, legal, and operational feasibility.

By providing governance, expert guidance, and enablement, the role safeguards customer satisfaction, audit readiness, and license to operate, while enabling the business to manage change, complexity, and growth in a structured and sustainable way.

Key tasks

Process & Tool Governance

• Own and govern Customer Quality tools and global CSR/CMC processes.
• Define standards, manage enhancements, monitor KPIs, and drive continuous improvement.
• Lead global deployment, stakeholder engagement, and training.

Customer Specific Requirements (CSR)

• Act as the CSR Subject Matter Expert.
• Interpret, assess, and implement customer requirements.
• Lead compliance assessments, maintain compliance matrices, and resolve gaps with business stakeholders.
• Drive organizational capability through coaching and training.

Customer Change Management (CMC)

• Own customer change communication standards and governance.
• Lead customer notifications, approvals, discrepancy management, and change‑related decision making.
• Ensure consistent execution through training and performance monitoring.

Special Customer Quality Requirements

• Manage PPAP/PQA activities and associated customer negotiations.
• Serve as focal point for IMDS and customer disclosure requests.
• Coordinate cross‑functional support to address customer requirements and data gaps.

Customer Quality Consulting

• Support complex customer quality issues, deviations, shortages, and requalification activities.
• Provide quality input for RFQs, tenders, contracts, and localization initiatives.
• Act as a trusted advisor in critical customer engagements.

Customer Audits & Supplier Ratings

• Lead preparation and support for customer audits.
• Coordinate audit readiness across Sales, Technology, Supply Chain, and Quality.
• Support management of non‑OEM supplier performance ratings and associated risk assessments.
• Ownership of agreed Customer Specific Requirements across globe.
• Responsibility for planning and execution of customer audits and assessments.

Experience required

• Bachelor's degree.
• Minimum 3+ years of experience in customer‑facing quality roles (e.g. Customer Quality, Quality Engineering, Quality Assurance, Process Management, Sales or GSC) within automotive, industrial, or other regulated industries, with direct exposure to OEM customers.
• Proven track record in working with Customer Specific Requirements (CSRs), including their interpretation, negotiation support, implementation, and ongoing governance across multiple customers. Strong hands‑on experience with IATF 16949 (formerly ISO/TS 16949) and customer‑specific standards such as VDA, QS‑9000, Ford Q1, and VW Formel‑Q.
• Demonstrated experience in process management and the practical application of core quality tools (including APQP, PPAP, FMEA, and 8D) across end‑to‑end value chains, with close collaboration across Sales, Global Supply Chain (GSC), and Operations.
• Hands‑on experience in process ownership or governance, particularly for customer requirements, quality processes, or change management (CMC or equivalent).
• Strong understanding of how customer requirements translate into internal processes, product changes, and plant or supply‑chain impact.
• Experience working with customer or quality management tools, databases, or workflow systems, and contributing to process or tool improvements.
• Awareness of legal and contractual implications related to customer requirements, quality agreements, and change notifications.
• CSR governance and compliance management.
• Automotive quality standards (IATF 16949, VDA, AIAG).
• Customer change management and communication.
• Customer audit management.
• Stakeholder influence and negotiation.
• Problem‑solving and root cause analysis.
• Training, coaching, and knowledge transfer.
• Global process governance and continuous improvement.
• Customer Specific Requirements (CSR) management.
• Change Management Communication (CMC).
• Automotive quality systems knowledge.
• PPAP/APQP expertise.
• Customer audit management.
• Customer-facing communication and negotiation.
• Process governance and KPI management.
• Root cause analysis and 8D problem solving.
• Cross‑functional stakeholder management.
• Global rollout, training, and capability building.

Privacy

The Castrol entity recruiting for this role is the data controller for the personal information you provide. We use it to assess your application and to manage the recruitment and onboarding process. We may share it with service providers who support our recruitment, and it may be transferred to other Castrol entities internationally under appropriate safeguards. We keep it only for as long as necessary. For details of how we use your information and your data protection rights, contact [e-mail].

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to Castrol recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.