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.
Job Quality
Organization Cummins Inc.
Role Category Remote
Job Type Exempt - Experienced
ReqID 2420464
Relocation Package No
