Lead - Customer Quality

Lead - Customer Quality Assurance

Location: Pune / Multiple Plant Locations

Experience: 10-12 Years

Qualification: B.E./B.Tech in Mechanical, Electrical, Electronics, Mechatronics, Automotive Engineering

Role Purpose

The Customer Quality Assurance (CQA) professional will lead technical investigations of customer complaints, warranty returns, and field failures across Electrical & Electronics product lines. The role will focus on identifying scientifically validated root causes, driving corrective and preventive actions, strengthening product and process robustness, and ensuring compliance with automotive quality standards while enhancing customer satisfaction.

Key Responsibilities

Customer Complaint & Failure Analysis

• Lead detailed investigations of customer complaints involving mechanical, electrical, electronic, software, material, and system-level failures.
• Analyze customer rejection trends, warranty claims, and defect patterns using quality tools and statistical techniques.
• Correlate field failures with manufacturing, testing, and validation data to identify root causes.
• Perform Measurement System Analysis (MSA) and Statistical Process Control (SPC) studies to validate conclusions.
• Prepare technical reports and support customer discussions for complaint closure.

Quality Standards & Compliance

• Ensure adherence to IATF 16949, ISO 9001, VDA, AIAG, and OEM-specific quality requirements.
• Support customer audits, internal audits, Layered Process Audits (LPA), and compliance reviews.
• Govern the deployment of APQP, PPAP, SPC, MSA, FMEA, Control Plans, and reliability standards.

Structured Problem Solving

• Drive root cause investigations using:
• 8D Methodology
• A3 Problem Solving
• PDCA
• 5 Why Analysis
• Fishbone Diagram
• Fault Tree Analysis (FTA)
• Cause & Effect Matrix
• Design of Experiments (DOE)
• Validate corrective actions through testing, simulation, and evidence-based analysis.

Warranty & Reliability Engineering

• Conduct field failure and warranty analysis using:
• Weibull Analysis
• Failure Rate Modeling
• Reliability Growth Analysis
• Life Prediction & Degradation Modelling
• Identify recurring failure modes and reliability risks.
• Collaborate with R&D and Quality teams to address product and process vulnerabilities.

Preventive Quality Improvement

• Integrate customer complaint learnings into:
• DFMEA & PFMEA Updates
• Design Robustness Improvements
• DVP&R Enhancement
• Special Characteristic Identification
• Control Plan Optimization
• Error Proofing (Poka-Yoke) Initiatives
• Drive continuous improvement projects to reduce customer complaints and warranty failures.

Analytics & Reporting

• Develop dashboards and metrics for:
• Customer Complaints
• Warranty Trends
• Product-wise Failure Analysis
• Root Cause Distribution
• Corrective Action Effectiveness
• Provide predictive insights and early warnings on emerging quality concerns.

Cross Functional Collaboration

• Partner with R&D, NPD, Manufacturing Engineering, Plant Quality, Supplier Quality, and Component Development teams.
• Facilitate problem-solving workshops and coach teams on advanced quality methodologies.
• Drive standardization of complaint analysis processes across multiple manufacturing locations.