Customer Quality Supervisor

Summary of PositionThe Customer Quality Supervisor is responsible for leading customer-focused quality assurance efforts, ensuring a high level of customer satisfaction through timely and effective root cause analysis, corrective actions, and continuous improvement initiatives. This role is responsible for all aspects of customer audits and bridges production, engineering, and sales by serving as the frontline contact for customer quality concerns. The Customer Quality Supervisor will also oversee the implementation of standard Return Material Authorization (RMA) and Root Cause Corrective Action (RCCA) processes at the site level and ensure consistency across functions.Essential Duties and ResponsibilitiesServe as the main site-level liaison for customer quality issues, including RMA investigations, root cause analysis, and communication with Sales and Engineering teams.Analyze warranty claims, audit findings and quality performance metrics to identify trends.Supervise and guide a team of quality technicians or engineers focused on finished product, out-of-the-box audits, customer requirements, and outgoing quality.Share regular reports of customer quality performance, scorecards, KPIs, inspection results, and process monitoring with the site team.Implement and maintain customer quality processes aligned with corporate standards (e.g., RMA, RCCA, Apollo, A3, PDCA).Monitor and drive improvements in customer complaint resolution time, RMA cycle time, and customer satisfaction.Lead internal cross-functional teams to resolve customer-reported issues, identify systemic root causes, and implement sustainable corrective actions.Initiate the revision process and engineer solutions using tools such as DFMEA, PFMEA, control plan, etc. to improve quality assuranceMaintain and improve systems for outgoing inspection, product traceability, and data analysis (SPC, Pareto, etc.).Champion lessons learned from customer feedback across departments to drive product and process improvements.Prepare and present customer-facing quality reports and metrics.Support and guide the implementation of Quality Management Systems (QMS) related to outgoing product and customer requirements.Foster a culture of quality, customer focus, and continuous improvement through coaching, process audits, and team engagement.Collaborate with Product Engineering, Manufacturing, and IT to streamline quality dashboards and VOC tracking tools.