The Non-Conformity Quality Specialist is, reporting to the Customer Compliance Manager, is responsible for end-to-end management of customer-reported quality non-conformities, ensuring timely response, effective investigation, and sustainable corrective actions. The role serves as a key interface between customers and internal stakeholders, supporting Ceragon's customer compliance, quality performance, and service commitments. All customer cases are managed in Salesforce in accordance with defined SLAs.
Key Responsibilities
Manage customer quality non-conformities and complaints from receipt to closure in Salesforce.
Ensure compliance with defined SLAs for response time, investigation, updates, and closure.
Coordinate cross-functional investigations with R&D, Engineering, Operations, Supply Chain, and CM partners.
Drive structured root cause analysis and corrective/preventive actions (e.g., 8D, CAPA).
Act as the quality focal point for customer communication, providing clear and professional status updates.
Support preparation and delivery of formal customer quality reports (e.g., 8D, failure analysis).
Assess severity, risk, and customer impact; support containment actions when required.
Escalate critical, systemic, or recurring issues to the Customer Compliance Manager.
Monitor customer quality trends and KPIs; support continuous improvement initiatives.
Job Requirements
Required Qualifications & Experience
BSc in Engineering, Quality, Industrial Engineering, or a related field.
25 years of experience in Quality, Customer Quality, or Customer Compliance roles.
Experience handling customer complaints and non-conformities in a high-tech or telecom environment.
Hands-on experience with Salesforce or similar case management systems.
Familiarity with ISO 9001 and structured problem-solving methodologies.
Skills & Competencies
Proficiency in Excel and quality management systems (QMS / ERP advantage)
Fluent English (written and spoken)
Strong ownership, accountability, and customer-oriented mindset.
Excellent analytical, problem-solving, and documentation skills.
Clear and professional written and verbal communication skills.
Ability to manage multiple cases in parallel and meet SLA commitments.
Effective cross-functional collaboration in a matrix organization.
