Customer Quality Lead

The Quality function is an onsite role and responsible for ensuring that customer requirements are understood and translated into robust processes which comply with legal and quality approval requirements.   This is achieved by working with all employees to increase the company’s efficiency, effectiveness and profitability by identifying and facilitating opportunities for improvement. 

To be the primary technical point of contact with designated internal customers, providing accurate review of performance and quick response to any customer enquiries, by the co-ordination of task within Incora. To improve performance to designated customers by robust containment / problem resolution and by leading customer focused improvement projects

About the role:

Quality Manager or Head of Quality.   

Provides day-to-day leadership & management to a small team of quality professionals.  

Across function to advise managers of other functions. Within function to provide co-ordination of small, designated team. 

With customers up to management level to present Incora’s quality performance and influence improvement project priority.   

Most of the time within this role will be spent delivering improvement projects to increase customer satisfaction. Accountable for the delivery of improvement plans. Autonomy to make decisions on priorities and approach within established guidelines. 

Local accountable for Quality performance (e.g. Parts Per Million, RFT) into designated customers.  

About you:

• To build effective working relationship with designated customers, to understand specific customer needs and expectations, and translate into robust processes or customer focused improvement projects to improve working relationship. 

• Be the point of technical expertise through knowledge of customer product specifications, requirements and drawing interpretation, to ensure there is focus on resolving issues in a timely manner. 

• To contain, investigate and implement corrective actions for customer complaints on all improvement activity, to meet customer expectations. 

• Lead customer focused improvement projects to deliver improved performance to customers and to Pattonair.  

• Participation in improvement activities at department/company level to enhance business performance. 

• Comply with all relevant internal rules, policy and procedures, including those relating to Health and Safety, Data Protection and all those contained within the issued Employee Handbook and Policies and Procedures Manual. 

• Undertake other duties and tasks that may be allocated that are appropriate to the job. 

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