Quality Excellence & Continuous Improvement Manager at d.light

Key Responsibilities

Quality Excellence & Continuous Improvement

• Lead quality excellence initiatives across products, service operations, supply chain, and partner networks.
• Identify systemic quality issues and drive sustainable improvement actions.
• Establish and monitor quality improvement roadmaps.
• Drive continuous improvement projects using Lean, Six Sigma, and structured problem-solving methodologies.
• Promote best practices and lessons learned across regions and functions.

Product Failure Analysis & Root Cause Investigation

• Lead detailed investigations of product failures observed in the field.
• Analyze warranty returns, customer complaints, service center findings, and reliability data.
• Validate effectiveness of corrective and preventive actions.
• Perform deep-dive failure analysis to identify root causes and failure mechanisms.
• Coordinate technical reviews and corrective actions with Engineering, Product Management, Quality, Suppliers, and Manufacturing Partners.

Product Reliability Improvement

• Monitor product reliability performance across Africa markets.
• Identify recurring product issues and reliability risks.
• Support reliability validation and verification activities.
• Drive initiatives to improve durability, robustness, and overall product performance.
• Provide technical recommendations based on field learning and failure analysis.

Customer Experience Improvement

• Identify quality issues impacting customer satisfaction and product adoption.
• Work closely with Customer Experience, Service Operations, and Commercial teams to reduce customer pain points.
• Lead initiatives aimed at reducing repeat failures, service visits, and warranty claims.
• Drive improvements in customer satisfaction and overall product ownership experience.

Cross-Functional Collaboration

• Act as the focal point for quality improvement initiatives across Africa.
• Coordinate with:
  • Product Management
  • Product Quality Teams
  • Engineering
  • Service Operations
  • Supply Chain
  • Suppliers
  • Contract Manufacturers
• Ensure timely implementation and closure of improvement actions.

Data Analytics & Performance Management

• Develop and maintain quality dashboards and performance reports.
• Analyze trends related to:
  • Product Returns
  • Warranty Claims
  • Customer Complaints
  • Service Center Defects
  • Repeat Failures
  • Product Reliability
• Present actionable insights and recommendations to leadership teams.

Qualifications

Education

• Bachelor's Degree in Electronics Engineering, Electrical Engineering, Mechatronics, Mechanical Engineering, Industrial Engineering, or a related discipline.

• A Master's Degree is an added advantage.

Experience

• >5 years of experience in:
  • Quality Engineering
  • Reliability Engineering
  • Product Quality
  • Customer Quality
  • Continuous Improvement
  • Field Quality
• Experience in Consumer Electronics, Solar Products, Energy Storage Systems, Inverters, Batteries, Home Appliances, Telecommunications Equipment, or related industries.