Customer Quality Digitalization Engineer

We are seeking a highly analytical, tech-savvy Digital Transformation & Process Optimization Specialist to join our Customer Quality team. In this role, you will bridge the gap between technical engineering, process design, and next-generation technology.

You will analyze our end-to-end customer complaint and claim resolution processes, identify operational bottlenecks, and champion the integration of AI-driven tools (including Gemini Gems and other automation technologies) to drastically improve efficiency, accuracy, and resolution speed.

If you have an engineering mindset, a passion for process engineering, and a desire to shape the future of operational workflows, we want to hear from you.

Key Responsibilities

Process Analysis & Engineering

• Analyze Complex Workflows: Map, evaluate, and diagnose the end-to-end customer complaint and quality claim lifecycle to pinpoint friction points, "ping-pong" communication loops, and operational bottlenecks.
• Technical Case Understanding: Quickly grasp complex, technical product cases to ensure that workflows are designed to support deep forensic and technical investigations.
• Data-Driven Optimization: Establish structured processes to standardize incoming customer requests, ensuring data completeness before cases move downstream.
• KPI Alignment: Drive initiatives specifically targeted at cutting technical decision lead times and eliminating administrative delays.

AI & Technology Integration

• AI Tool Implementation: Act as the primary champion for AI-driven solutions, configuring and deploying tools like Gemini Gems and automated inbox/triage engines to optimize daily operational flows.
• Intelligent Routing & Triage: Help design and refine system logic for automated case triage, ensuring that standard inquiries are streamlined and complex cases are instantly directed to the right technical experts.
• Automated Data Validation: Support the deployment of automated completeness and validation checks (e.g., automated validation of data inputs and initial assessments).
• Continuous Innovation: Proactively identify opportunities to leverage emerging digital tools, keeping our quality operations at the cutting edge of technology.

Stakeholder Collaboration

• Bridge the Gap: Work closely with Customer Quality  teams , both administrative and technical teams to translate complex technical findings into structured, easily digestible process workflows.
• Change Management: Guide operational teams through the transition from manual, high-volume email management to streamlined, tech-enabled platforms.