Customer Quality Manager Job Description
Customer quality manager
provides direct guidance and direction to ensure compliance of distribution processes to company quality policies, ISO standards, Good Manufacturing/Distribution Practices, and applicable regulations.
Customer Quality Manager Duties & Responsibilities
To write an effective customer quality manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer quality manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Track progress of individual associates
Work with supervisors and management to ensure that all associates are meeting quality standards
Provide training as needed to both new hires and experienced associates
Attend and contribute to both internal and client calibration sessions
Remain knowledgeable on project information by keeping training manual and memos updated
Track trends and make recommendations for refresher and/or up-training to the trainer(s)
Any other duties and responsibilities assigned by management of the company
Interview and train QA team
Provide coaching and support to QARs
Maintain consistent communication with team, peers and Sr
Customer Quality Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Quality Manager
List any licenses or certifications required by the position: ASQ, ISO, COPC, PMP, CQE, IATF, CQM, TS, 9001, ACE
Education for Customer Quality Manager
Typically a job would require a certain level of education.
Employers hiring for the customer quality manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Engineering, Technical, Science, Business, Electrical Engineering, Education, Management, Chemistry, Electronics, Technology
Skills for Customer Quality Manager
Desired skills for customer quality manager include:
ISO26262
ISO/TS16949
Automotive quality and functional system requirements
Applicable regulations and standards
Engineering and Pharmaceutical Processing
SMD manufacturing practices and controls
ISO 9001 standard and certified QMS auditor will be an advantage
ISO9001 requirements
SMT manufacturing practices and controls
Desired experience for customer quality manager includes:
Utilize sources of customer feedback across a variety of organizations and systems
Identify common problem themes across teams, products, and services
Generate insights based on understanding of these problems to improve products, processes, and programs
Manage and resolve issues and risks or cause them to be managed and resolved
Provide program leadership and support as required by Program Directors and the Sr
Individual contributor role as Customer Quality care representative to Automotive Customers
Customer Quality Manager Examples
1
Customer Quality Manager Job Description
Job Description Example
Our growing company is hiring for a customer quality manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer quality manager
- Maintains and continuously improves highly effective procedures for complaint processing and complaint investigation
- Authors and approves customer response letters
- Provides management direction, motivation, and support for department personnel
- Lead weekly meetings project based
- Coordinate the implementation of „Auto Quality Matrix” and other tools
- Manages the daily process of opening new Domestic and International complaint files, assigning complaints, updating the complaints database, tracking complaint investigation status, assisting in the completion of failure investigations, obtaining signatures, generation of responses to customers and filing complaints
- Prepares and submits or reviews and approves MedWatch and other International Reports as required by the applicable procedures/regulations
- Implements procedures, training and systems to ensure product complaints process for all new products is in place to support their launch and lifecycle management
- Manages all projects relating to new product introductions to assure product compliant handling representation has been part of the process
- Acts as a consultant and provides leadership on special product complaint projects
Qualifications for customer quality manager
- 7+ years’ experience in Quality, OPEX and/or Continuous Improvement in a customer services environment, ideally in the robotics or manufacturing automation industry
- Significant Quality Assurance experience and expertise ideally in a contact center environment
- Bachelor’s degree preferably with a strong quantitative focus (statistics, quality control, engineering)
- Knowledge of visual reporting tools (Tableau, Visual Insight) and presentation applications (Infographic, PowerPoint) is a plus
- In-depth knowledge of quality standards and practices (particularly in a contact center environment)
- Bachelor’s degree or equivalent work experience (preferably in a quantitative discipline) preferred
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Customer Quality Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer quality manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer quality manager
- Provides product complaint information to Marketing and R&D as part of the strategic initiative of continuous improvement
- Utilizes statistical tools to provide management with the appropriate information on field product quality
- Coordinates the Corporate Document Retention Policy for ETHICON
- Trains Sales, Marketing and Operations in the Product Complaint requirements
- Executes financial planning and tracking of departmental budgets
- Develops WCQ Team members and culture to deliver strong Credo scores and deep bench of leaders
- Demostrates leadership abilities, initiative and ingenuity
- Effective communication and collaboration with Medical Affairs, Customer Call Center, Quality, Operations, R&D, Professional Education, Marketing
- Participates in strategic planning to improve customer responses in terms of quality and timeliness
- Assure high level of Customer satisfaction within the region
Qualifications for customer quality manager
- Experience with call monitoring tools required
- Knowledge of reporting tools (Tableau, Visual Insight)
- BA/BS/BSN in Scientific, Technical, Engineering, or Nursing field is required
- Medical Devices/Diagnostics and/or other regulated healthcare industry experience is required
- Knowledge of statistical applications and auditing practices preferred
- 5+ Years of job related experience required, supervisory experience preferred
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Customer Quality Manager Job Description
Job Description Example
Our company is looking for a customer quality manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer quality manager
- Represent Regional Quality in PMC and other committees
- Maintain a leadership role in establishing and promoting quality improvement activities as a foundation for productivity improvement and business success for the region
- Develop and adhere to short- and long-term operating budgets
- Demonstrates exceptional customer service and interacts effectively with direct reports, peers, customers, visitors, staff and the broader PS and BDX community
- Is responsible for the Customer Relationship Management process and may be audited accordingly
- Is responsible for the Customer Complaints Management process and may be audited accordingly
- Developing customer intimacy to establish and maintain effective trusting business relationships with customers at all levels
- Ensuring products and procedures conform to APT and customer requirements
- Proving plant support to include, but not be limited to, facilitation of root cause and corrective actions, problem resolutions, certification activities, auditing, and material dispositioning (material review board)
- Works with the business, development engineering and plant personnel to introduce new products into manufacturing
Qualifications for customer quality manager
- QSR/ISO knowledge is required
- Product/Process knowledge is required
- Knowledge in existing Quality Systems is required
- Good Project Management skills are heavily preferred
- A strong Customer Service Focus is required
- Conflict management experience is preferred
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Customer Quality Manager Job Description
Job Description Example
Our growing company is looking to fill the role of customer quality manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer quality manager
- Coordinating and engaging with Advanced Packaging Technology (APT) global customer QA support groups to meet customer quality requirements globally
- Participating in business unit management activities, such as, process change notifications to customers (PCN), management of change (MOC) and change review board (CRB)
- Negotiating solutions for customer needs that minimize impact to Advanced Packaging Technology (APT)
- Lead / champion product quality problem solving efforts
- Ensure quality system tools
- Develops, reviews and acts upon Advanced Packaging Technology (APT) KPI quality metrics that get reported to management
- Identifies continuous improvement opportunities thru both internal programs and customer feedback and implements those with largest return on investment
- Leading the development and execution of customer quality &food safety programs, systems, and audit requirements to proactively meet customer quality expectations
- Facilitating the resolution of complex QA issues including customer complaints and vendor issues
- Providing plant support to include, but not be limited to, facilitation of root cause and corrective actions, problem resolutions, certification activities, auditing, and material dispositioning
Qualifications for customer quality manager
- Introductory knowledge in Liability Law is preferred
- Introductory knowledge in product use is preferred
- Statistical application and exposure to Process Excellence methodologies are preferred
- Knowledge of MDR and Vigilance Regulations are required
- Introductory knowledge of Regulatory submissions practices is heavily preferred
- Product Complaint System knowledge is required
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Customer Quality Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer quality manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer quality manager
- Coordinating and engaging with McCormick Global Customer QA support groups to meet customer quality requirements globally
- Lead a team of specialists and clinicians as part of a Customer Quality (Complaint Handling Unit)
- Responsible for compliance activities in accordance to the regulations and standards affecting Medical Devices
- Oversee the timely filing of adverse events
- Ensure that appropriate training and education plans are developed, implemented and maintained for personnel in accordance to divisional, corporate and regulatory guidelines
- Continuously evaluate effectiveness of pertinent post market Quality Systems to determine gaps or areas for improvement
- Serve as a subject matter expert for complex regulatory and compliance issues, including regulatory and procedural interpretations, processes such as risk assessment, investigation, medical device reporting and tracking/trending analysis during audits, inspections and assessments by regulatory agencies and corporate bodies
- Work in partnership with Commercial Operation entities (Customer Service, R/D, Regulatory, Manufacturing, Legal, Quality, etc) in resolving customer issues and developing continuous process improvement initiatives
- Actively participate in post market cross-functional team meetings, and present complex data to Executive staff members
- Maintain, develop and implement processes for tracking, trending and analyzing post market data utilizing statistical tools and methodologies
Qualifications for customer quality manager
- Exposure to Auditing Practices is preferred
- Exposure to Compliance Practices is preferrred
- Customer Relations knowledge is required
- This position is located in Somerville, NJ and may require some travel
- BS/Master degree in scientific or engineering field
- At least 10 years experience in a pharmaceutical or other regulated field (GMP mainly, GLP, GCP) with a minimum of 5 years directly related to the management and administration of quality assurance, quality control, regulatory compliance, and/or quality improvement