Customer Quality Manager

A leading organisation in Penang is seeking a Customer Quality Manager to champion excellence in product quality and customer satisfaction.

This pivotal role offers you the opportunity to make a significant impact by ensuring that all outgoing products meet stringent customer specifications and internal standards, while fostering strong relationships with both customers and cross-functional teams. You will be at the heart of quality assurance, driving continuous improvement initiatives, managing customer feedback, and leading investigations into complaints. The company values your expertise and commitment to collaborative problem-solving, offering a supportive environment where your contributions are recognised and rewarded. With flexible working opportunities and a culture that prioritises professional growth, this is an ideal position for someone who thrives on responsibility, enjoys nurturing team success, and is passionate about delivering outstanding results.

• Play a key role in shaping the quality standards of a respected manufacturing organisation in Penang, where your efforts directly influence customer satisfaction and product reliability.
• Benefit from a workplace that encourages collaboration, supports ongoing training opportunities, and values inclusive teamwork across departments.
• Enjoy the flexibility to manage multiple projects while being part of a knowledgeable team dedicated to continuous improvement and operational excellence.

What you'll do:

As Customer Quality Manager, you will play an instrumental role in overseeing all aspects of final product inspection and ensuring that only products meeting exacting standards reach customers. Your day-to-day activities will involve close interaction with both internal teams and external clients, acting as the trusted liaison for all matters related to product quality. You will lead investigations into any complaints received from customers, working collaboratively with your team to identify root causes and implement robust solutions. By monitoring key metrics such as DPPM and RMA rates, you will drive continuous improvement efforts that enhance both reliability and customer satisfaction. In addition to maintaining compliance with international standards like ISO 9001 and IATF 16949, you will guide cross-functional teams through complex quality improvement projects. Your ability to communicate clearly across departments will be vital in building consensus around new initiatives. Success in this role means not only safeguarding product integrity but also nurturing positive relationships with customers through responsive service and transparent communication.

• Lead the Final Quality Assurance (FQA) team to ensure every outgoing product meets rigorous customer specifications as well as internal quality benchmarks before shipment.
• Serve as the primary point of contact for all customer quality matters, including handling audits, addressing feedback, and resolving issues promptly.
• Guide the Customer Quality Engineering (CQE) team in managing customer complaints by spearheading root cause investigations and implementing effective corrective or preventive actions within agreed timelines.
• Monitor key customer satisfaction metrics such as Defective Parts Per Million (DPPM), Return Material Authorisation (RMA) rates, and response times to issues, driving improvements wherever necessary.
• Maintain and enhance the company’s Quality Management System (QMS) to ensure compliance with ISO 9001, IATF 16949, or other relevant industry standards.
• Lead cross-functional teams in executing quality improvement projects aimed at reducing costs associated with quality while boosting overall product reliability.
• Track essential quality Key Performance Indicators (KPIs) and initiate strategies to improve both product reliability and the overall customer experience.
• Collaborate closely with internal stakeholders across departments to foster a culture of shared responsibility for quality outcomes.
• Prepare detailed reports on quality performance for management review, highlighting trends, risks, and recommendations for further action.
• Support training initiatives for staff on best practices in quality assurance methodologies and tools.

What you bring:

To excel as Customer Quality Manager, you will bring substantial experience gained over several years in demanding manufacturing environments where high standards are non-negotiable. Your background should include hands-on involvement with final product inspections as well as direct engagement with customers regarding their requirements and concerns. You will have demonstrated your ability to lead teams through complex investigations into complaints—always striving for solutions that prevent recurrence while maintaining open lines of communication. Your familiarity with internationally recognised QMS frameworks ensures you can uphold compliance while driving process improvements. Beyond technical expertise, your interpersonal skills set you apart: you know how to build trust among colleagues from different departments and create an atmosphere where everyone feels responsible for achieving shared goals. Your approach combines ethical conduct with adaptability—balancing multiple priorities without losing sight of long-term objectives. If you thrive on supporting others’ growth while delivering tangible results for customers, this role offers the perfect platform.

• Bachelor's Degree in Engineering, Quality Management or a related technical discipline is required for this position.
• Certified Quality Engineer (CQE) or Six Sigma Black Belt certification would be highly advantageous but is not mandatory.
• Demonstrated ability to communicate complex information clearly with both internal teams and external customers is essential.
• Proven track record of establishing collaborative working relationships with stakeholders at all levels within an organisation.
• Exceptional organisational skills are needed to effectively prioritise tasks, manage multiple projects simultaneously, and maintain attention to detail under pressure.
• Minimum of 7–10 years’ experience in quality assurance roles within manufacturing environments is required; at least 3 years should be spent in a leadership capacity focused on customer quality.
• Solid understanding of quality tools such as FMEA, SPC, 8D methodology, PDCA cycles, Root Cause Analysis techniques is expected.
• Familiarity with international standards including ISO 9001 and IATF 16949 or similar QMS frameworks is important for success in this role.
• Excellent analytical abilities combined with strong interpersonal skills are necessary for cross-functional leadership responsibilities.
• Experience handling customer audits and complaint management processes within manufacturing settings is highly desirable.

What sets this company apart:

This organisation stands out for its unwavering commitment to quality excellence within the manufacturing sector. Employees benefit from a culture that values collaboration above all else—where knowledge sharing is encouraged through regular training opportunities designed to keep everyone up-to-date on best practices. Flexible working arrangements allow you to balance professional responsibilities with personal commitments more easily than ever before. The leadership team takes pride in providing supportive guidance rather than rigid oversight; your ideas are welcomed here regardless of seniority or background. Diversity is celebrated throughout the workforce—creating an inclusive environment where everyone’s voice matters when it comes to improving processes or solving problems together. Whether you’re looking for career advancement or simply want to work somewhere that genuinely cares about its people’s wellbeing as much as its bottom line, this company offers an exceptional setting for professional growth.

What's next:

If you are ready to take your career in quality management to new heights while making a real difference for customers every day, we encourage you to apply now!

Apply today by clicking on the link provided below or email me at TengHong.Khoo@robertwalter.com.my to discuss this new opportunity!

Your next rewarding opportunity awaits.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C