Quality Specialist - Customer Non-Conformity Management

Quality Assurance Engineer

Description

Job Description

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.

Requirements

Required Qualifications & Experience

• BSc in Engineering, Quality, Industrial Engineering, or a related field.
• 10+ 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.
• Strong experience in driving structured root cause analysis and corrective/preventive actions (e.g., 8D, CAPA).
• 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.

Experience Level

Senior Level