Customer Quality Analyst

Description

The Customer Quality Analyst supports the business by advocating for internal and external customers in resolving product, supply chain, and process quality-related issues. This role focuses on understanding customer expectations, driving issue resolution, and ensuring continuous improvement through collaboration, data analysis, and cross-functional engagement.

This is a Night Shift role (5 PM to 2 AM IST) with a Hybrid work model — employees are expected to work from the office Tuesday to Thursday.

Note:- Although the role category specified in the GPP is Remote, the requirement is for Hybrid

Key Responsibilities:

• Develop an understanding of customer expectations and requirements for quality with guidance from senior quality team members.
• Support in identifying, prioritizing, and resolving customer quality issues, including those related to product, supply chain, or processes.
• Manage and monitor customer shipping claims while ensuring timely resolution and customer satisfaction.
• Utilize Customer-Centric metrics to prioritize and address customer quality concerns effectively.
• Collaborate with cross-functional stakeholders from various Cummins entities to address quality and customer care issues.
• Contribute to continuous improvement initiatives and support or lead Six Sigma and process improvement projects.
• Support the development and execution of the Customer Quality organization's vision and strategy.
• Build and maintain relationships with internal teams and external customers to ensure transparent and proactive quality communication.
• Participate in or lead corrective and preventive action planning to prevent recurrence of customer issues.
• Support the digitization of quality management processes through Quality 4.0 initiatives (e.g., data analytics, digital twins, adaptive intelligence).

Responsibilities
Key Skills and Competencies:

Technical & Functional Skills:

• Basic knowledge of Customer Shipping Claims Management.
• Understanding of Integrated Aftermarket processes and E2E customer service flow.
• Familiarity with Quality 4.0 tools and digital quality systems.
• Analytical thinking and data-driven decision-making.

Core Competencies:

• Action Oriented: Takes initiative and responds quickly to customer issues with urgency and energy.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Collaborates: Works effectively with stakeholders across functions and geographies.
• Communicates Effectively: Adapts communication styles to diverse audiences.
• Problem Solving: Uses systematic analysis to identify root causes and implement robust solutions.
• Project Management: Manages scope, timeline, and resources for projects ensuring measurable impact.
• Manages Ambiguity: Operates effectively in uncertain or evolving situations.
• Quality Influence: Engages stakeholders constructively to ensure balanced decisions aligned with quality priorities.
• Builds Networks: Establishes and leverages internal and external relationships to achieve results.
• Drives Vision and Purpose: Aligns actions with Cummins' quality and customer satisfaction objectives.
• Ensures Accountability: Holds self and others responsible for meeting commitments.
• Values Differences: Promotes inclusion and respects diverse perspectives and approaches.

Work Environment:

• Shift: Night Shift (5 PM – 2 AM IST).
• Work Mode: Hybrid – Tuesday to Thursday in-office, remaining days remote.
• Collaboration: High degree of coordination with internal and external stakeholders across Cummins business units.

Qualifications
Qualifications, Skills and Experience:Education, Licenses, Certifications:

• College, university, or equivalent degree required.
• Engineering or a related technical or scientific discipline preferred.

Experience:

• Minimal to intermediate level of experience in a similar role.
• Prior experience in Customer Care, Customer Relationship Management, or Aftermarket operations preferred.
• Experience managing customer shipping claims and integrated aftermarket processes is beneficial.
• Experience working with diversified teams and cross-functional stakeholders preferred.

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