Customer Quality Specialist

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