Customer Quality Specialist

Quess IT Solutions; Chennai District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Quess IT Solutions is seeking aSenior Customer Quality professional for the India market. The role sits in the Customer Quality team with 8-10 years of experience, focusing on dealer service issues and warranty related data.

The incumbent will detect, analyze and categorize customer defects, facilitating technical issues and ensuring correct prioritization to meet MIS targets. Strong data skills and cross-functional collaboration are essential.

Responsibilities

• Build excellent working relationship with all major stakeholders.

Skills

Stakeholder management

Quality analysis

Problem solving

Root cause analysis

Tools

MS Excel

PowerPoint

Outlook

7QC tools

8D

Root cause analysis techniques

Job description

Customer

Customer Quality team (Experience (8 to 10 Years)

Input

• Dealership & Aftersales services
• Dealerships DID (Dealer Issue Detection) received through system
• Dealership’s WC (Warranty Claim) received through system
• Dealership’s CIR I/S (Country Issue Report Incident/Safety) received through system

Key Tasks

All India

• Build excellent working relationship with all major stakeholders.
• Respect work standards and contribute to continual improvement of Product quality
• Detect, Analyze, facilitate and categorize the customer defects to create Technical Issues.
• Address Technical Issues to the right function with correct priority to reach 3MIS & 12MIS targets.
• In depth investigation of safety issue, with speed and according to the rules.
• Request, ensure failed parts from dealer reach the plant quality, design & supplier for failure analysis
• Lead Pre-Analysis meetings with key stakeholders for Field issues coming from market
• Facilitate Crisis meeting to alert the management in case of safety, media or legal risks.
• Conduct weekly regular rituals with key stakeholders / regions on common topics.
• Monitor and report on Key Performance Indicators (KPI’s) to prevent occurrence of non-conformity relating to Product, Processes and System.

Tools used

• MS Excel
• Power point
• Outlook
• 7QC tools & 8D
• Root cause analyssis techniques

Output

• Failure data analysis
• Improving the Product Quality by controlling 3MIS & 12MIS failure trend