Director Of Global Customer Quality at d.light

Reporting to: Senior Director Of Product and Operations (75%) & The President (25%)

Travel Frequency: 25% Africa, 10% Global

Position Objective

• The incumbent is responsible for the overall quality control and quality engineering in the regions and quality improvements to continue to make our products the best quality and value.
• Develops functional strategy and vision to ensure adherence with company and customer expectations.
• Enforces consistent processes and reporting to monitor and improve product quality for customers.
• Audits and ensures repair operations, and supply chain partners are following proper processes and procedures, and providing accurate and timely technical data and reporting.
• Builds strong relationship and collaboration with Product Quality team, Call Center, Repair Operations and Senior Management team and other internal customers and stakeholders.
• Improves customer (external and internal) satisfaction level through high quality services.

Major Responsibilities

• Collect and report on quality data and KPIs for all d.light products to senior management.
• Identify areas of improvement and track and manage quality issues to resolution.
• Gather, analyse, and manage quality related field data and issues. Drive for resolution with full root cause and corrective actions.
• Ensure accurate and timely data, reporting and closure of issues and improvement projects.
• Oversee, motivate, mentor and evaluate performance for regional Customer Quality Department’s employees.
• Drive continuous improvement of Customer Quality performance to match customers’ demands and time to market competitiveness.
• Build, develop, lead and inspire the regional Customer Quality team.
• Interface with external and internal customers to fulfill requirements.
• Ensure world-class quality performance.

Successful Candidate Profile

• 10~15 years’ experience of customer quality management, including quality control and quality engineering.
• A Master's degree in Quality, Business, Supply Chain Management or equivalent.
• Experience with the managing global customer quality in a matrix managed environment.
• Experience in MNC from the consumer electronics, B2B electronics, managing multi-geographical sites and multi-functional teams.
• Strong communication skills and demonstrated executive presents in managing issues under pressure.
• Experience in finding root cause through analyzing data.
• A strong project leader and be able to drive for results.
• Proven ability of establishing strong cross-functional collaboration.
• Well versed and experience in using quality tools, systems and management. Six Sigma certification highly desirable