CQE Staff Engineer

Customer Quality Engineer (CQE) – Role Details

1. Customer Interface & Complaint Management (VOC / VOP / CIP)

• Act as the primary point of contact for customers on all quality-related matters.
• Manage Voice of Customer (VOC) and Voice of Process (VOP) feedback, including customer complaints, concerns, and requests for improvement.
• Lead Customer Improvement Programs (CIP) and ensure timely response and closure of quality issues.
• Handle customer communication during quality incidents, ensuring clarity, professionalism, and alignment on actions and timelines.

2. Root Cause Analysis & Corrective Action (CAPA)

• Coordinate closely with cross-functional teams (Quality, Engineering, Production, Process, Supplier Quality).
• Lead or facilitate root cause analysis using structured methodologies such as 8D, 5 Why, Fishbone, and FMEA.
• Ensure corrective and preventive actions (CAPA) are effective, sustainable, and verified before closure.
• Track action items, owners, and deadlines to prevent recurrence of issues.

3. Failure Analysis (FA) & Customer RMA Management

• Follow up on Failure Analysis (FA) activities, including internal FA or external lab analysis where applicable.
• Coordinate and manage Customer RMA (Return Material Authorization) cases from receipt to final disposition.
• Ensure FA reports are technically sound, clearly written, and aligned with customer expectations and timelines.
• Communicate FA findings, containment actions, and corrective actions to customers.

4. Quality Reporting & Management Review

• Prepare and present quality performance reports for management review meetings.
• Track key quality indicators such as:
• Customer complaints
• RMA trends
• Defect rates (PPM, DPPM)
• CAPA effectiveness
• Highlight recurring issues, risks, and improvement opportunities for management decision-making.
• Support data-driven discussions on quality performance and customer satisfaction.

5. Customer Audit Support & Audit Finding Closure

• Support and coordinate customer audits (system, process, or product audits).
• Prepare audit materials, evidence, and documentation in advance.
• Follow up on audit findings, ensuring timely root cause analysis, corrective actions, and formal closure with customers.

6. Internal Audit & IATF 16949 Compliance

• Perform internal audits to verify CAPA effectiveness and compliance with IATF 16949 requirements.
• Ensure quality processes, procedures, and records are aligned with automotive quality standards.
• Support continual improvement of the Quality Management System (QMS).
• Participate in internal and external certification audits as required.

7. Additional Responsibilities

• Perform other quality-related tasks as assigned by the supervisor or management.
• Support continuous improvement initiatives and cross-functional quality projects.
• Contribute to strengthening customer confidence and long-term business relationships.