Open Position

Customer Quality Specialist

Job Description

The Customer Quality Specialist is in charge of a global domain with relations to all Customer Complaint (Delivery accuracy) & NCR (Non-Conformity Report) cases 

The approach is derived from quality perspective & takes into consideration supply chain/business aspects.

Under his/her responsibility are the daily activities related to the cases as well as early detection of pandemics, periodical analysis, root cause & lessoned learnt - including managing continues improvements within the processes.

As part of the responsibility is also conducting presentations to logistic/ regional/ managerial forums -

A strong quality understanding is essential combined with excellent and inter-personal skills. Able to multi-task, collaborate with multiple interfaces and ability for independent decision making.

Acts as a team leader – managing the quality engineer team with relation to the business & operational goals of the domain

Roles & Responsibilities

  • Manage the day-to-day Customer Complaint (Delivery accuracy) & NCR (Non-Conformity Report) related topics
  • Processing cases after opening – review, set quality decisions (action items), follow up action items implementation, closure.
  • Periodical meeting with key parties to review open cases and to ensure handling (forwarders, CMs, Hubs)
  • Analyze the cases and set process that need to be improved
  • Manage the domain KPIs and present it on periodically base
  • Work closely with IT – to ensure the tools are suit to the requirements
  • Work closely with all cases related functions to make sure issues are addressed and resolved
  • Responsible to set and implement related procedures within the company

Job Requirements

  • Minimum of 3-4 years’ experience in Quality/Customer success
  • Telecom Technical knowledge – advantage
  • Strong process orientation: well-structured and well organized, ability to manage multiple tasks
  • Data and process analysis abilities – ability to identify pandemic issues and ability to set improvements actions following analysis insights
  • Excellent verbal and written English communication skills
  • Self-motivated, high integrity, professionalism, and with the ability to work well with multiple interfaces